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Consumer attributions and behavioral responses to service failures in strategic airline alliance settings

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  • Weber, Karin
  • Sparks, Beverley

Abstract

The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first via a negative evaluation and consequently, by customer dissatisfaction, negative word-of-mouth and ultimately, reduced loyalty.

Suggested Citation

  • Weber, Karin & Sparks, Beverley, 2004. "Consumer attributions and behavioral responses to service failures in strategic airline alliance settings," Journal of Air Transport Management, Elsevier, vol. 10(5), pages 361-367.
    • Handle: RePEc:eee:jaitra:v:10:y:2004:i:5:p:361-367
    DOI: 10.1016/j.jairtraman.2004.06.004
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    References listed on IDEAS

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    Cited by:

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    5. Seo Gang-Hoon, 2020. "A Content Analysis of International Airline Alliances Mission Statements," Business Systems Research, Sciendo, vol. 11(1), pages 89-105, March.
    6. Chou, Pin-Fenn, 2015. "An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 119-125.
    7. Rodolfo Vázquez-Casielles & Ana del Río-Lanza & Ana Díaz-Martín, 2007. "Quality of past performance: Impact on consumers’ responses to service failure," Marketing Letters, Springer, vol. 18(4), pages 249-264, December.
    8. Kim, Yu-Kyoung & Lee, Hyung-Ryong, 2009. "Passenger complaints under irregular airline conditions – cross-cultural study," Journal of Air Transport Management, Elsevier, vol. 15(6), pages 350-353.
    9. Seo Gang-Hoon & Itoh Munehiko & Li Zhonghui, 2021. "Strategic Communication and Competitive Advantage: Assessing CEO Letters of Global Airline Alliances," Foundations of Management, Sciendo, vol. 13(1), pages 57-72, January.
    10. Tiernan, Siobhan & Rhoades, Dawna & Waguespack, Blaise, 2008. "Airline alliance service quality performance—An analysis of US and EU member airlines," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 99-102.
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