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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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    References listed on IDEAS

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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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    5. Qaiser Rashid Janjua, 2017. "Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 9(4), pages 23-48, December.
    6. 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.
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    8. 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.
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    13. Urueña, Alberto & Hidalgo, Antonio, 2016. "Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses," Journal of Business Research, Elsevier, vol. 69(4), pages 1384-1389.
    14. Chandan A. Chavadi & Sindhu R. Menon & Monika Sirothiya, 2019. "Measuring Service Quality Perceptions of Indian E-retailers: An Evaluative Study," Metamorphosis: A Journal of Management Research, , vol. 18(2), pages 92-102, December.
    15. 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.
    16. Jung, Na Young & Seock, Yoo-Kyoung, 2017. "Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 23-30.
    17. Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    18. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
    19. Shahzad, Arfan & Yaqub, Rana Muhammad Shahid & Di Vaio, Assunta & Hassan, Rohail, 2021. "Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector," Utilities Policy, Elsevier, vol. 70(C).
    20. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
    21. 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.
    22. 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.
    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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