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Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

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  • Chang, Yu-Wei
  • Chang, Yu-Hern

Abstract

This paper investigates the relationships among service recovery, recovery satisfaction, overall customer satisfaction, and customer loyalty in airline services. The perception of justice in service recovery is specifically examined. A survey of airline passengers who have experienced service failure and recovery is analyzed using structural equation models. It is found that both interactional and procedural justice have a significant effect on recovery satisfaction. Overall satisfaction mediates the relationship between recovery satisfaction and loyalty.

Suggested Citation

  • Chang, Yu-Wei & Chang, Yu-Hern, 2010. "Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services," Journal of Air Transport Management, Elsevier, vol. 16(6), pages 340-342.
    • Handle: RePEc:eee:jaitra:v:16:y:2010:i:6:p:340-342
    DOI: 10.1016/j.jairtraman.2010.05.001
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    1. Sparks, Beverley A. & McColl-Kennedy, Janet R., 2001. "Justice strategy options for increased customer satisfaction in a services recovery setting," Journal of Business Research, Elsevier, vol. 54(3), pages 209-218, December.
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    15. Kattreeya Chanpariyavatevong & Warit Wipulanusat & Thanapong Champahom & Sajjakaj Jomnonkwao & Dissakoon Chonsalasin & Vatanavongs Ratanavaraha, 2021. "Predicting Airline Customer Loyalty by Integrating Structural Equation Modeling and Bayesian Networks," Sustainability, MDPI, vol. 13(13), pages 1-21, June.
    16. Arif, Mohammed & Gupta, Aman & Williams, Aled, 2013. "Customer service in the aviation industry – An exploratory analysis of UAE airports," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 1-7.
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    18. Rouxelle de Villiers & Po-Ju Chen & Pedro Mir Bernal & Linda Coleman & Tung-Cheng (TC) Huan & Arch G. Woodside, 2017. "Achieving Requisite Variety in Customer Experience Research for Improving Marketing Relationship Performances," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 127-143, December.
    19. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    20. Anupam Krishna & G.S. Dangayach & Sonal Sharma, 2014. "Service Recovery Paradox: The Success Parameters," Global Business Review, International Management Institute, vol. 15(2), pages 263-277, June.
    21. Vedant Singh, 2016. "Perceptions of emission reduction potential in air transport: a structural equation modeling approach," Environment Systems and Decisions, Springer, vol. 36(4), pages 377-403, December.
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    23. Jesús Cambra-Fierro & Iguácel Melero-Polo & F. Javier Sese, 2016. "Can complaint-handling efforts promote customer engagement?," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 847-866, December.

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