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Mediating effects of service recovery on liner shipping users

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  • Chao, Shih-Liang
  • Lin, Ru-Yan
  • Sun, Yu-Han

Abstract

Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to be a significant positive impact from service recovery on the customer loyalty of liner shipping users, which was found to be mediated via customer satisfaction and satisfaction after recovery.

Suggested Citation

  • Chao, Shih-Liang & Lin, Ru-Yan & Sun, Yu-Han, 2019. "Mediating effects of service recovery on liner shipping users," Transport Policy, Elsevier, vol. 84(C), pages 40-49.
    • Handle: RePEc:eee:trapol:v:84:y:2019:i:c:p:40-49
    DOI: 10.1016/j.tranpol.2018.12.016
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    References listed on IDEAS

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    Cited by:

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    2. Oliveira, Gabriel Figueiredo de & Schaffar, Alexandra & Cariou, Pierre & Monios, Jason, 2021. "Convergence and growth traps in container ports," Transport Policy, Elsevier, vol. 110(C), pages 170-180.

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