Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry

Title
Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry
Author
현성협
Keywords
loyalty; service recovery; airline industry; controllability; recovery satisfaction; stability; Service failure
Issue Date
2014-10
Publisher
Taylor & Francis LTD
Citation
Journal of Travel & Tourism Marketing, 2017, 31(7), P.817-834
Abstract
This study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in Malaysia. The results indicate significant positive relationships between service recovery dimensions and recovery satisfaction, and between recovery satisfaction and customer loyalty. Both stability and controllability were negatively related to recovery satisfaction. The results provide support for the moderating effects of service failure attribution (stability and controllability) in the recovery process dimension. By recognizing the important role of stability and controllability attribution and its negative effects, service management should become highly involved in facilitating appropriate service recovery to satisfy customers after a failure. The results have important implications and suggest some interesting avenues for future research.
URI
https://www.tandfonline.com/doi/abs/10.1080/10548408.2014.889642
ISBN
1540-7306
ISSN
1054-8408
DOI
10.1080/10548408.2014.889642
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
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