321 0

Full metadata record

DC FieldValueLanguage
dc.contributor.author현성협-
dc.date.accessioned2016-08-19T06:18:16Z-
dc.date.available2016-08-19T06:18:16Z-
dc.date.issued2015-03-
dc.identifier.citationASIA PACIFIC JOURNAL OF TOURISM RESEARCH, v. 20, NO 3, Page. 239-262en_US
dc.identifier.issn1094-1665-
dc.identifier.issn1741-6507-
dc.identifier.urihttp://www.tandfonline.com/doi/abs/10.1080/10941665.2014.889028-
dc.identifier.urihttp://hdl.handle.net/20.500.11754/22639-
dc.description.abstractThis study examines the relationships between perceived justice with service recovery (distributive, procedural, interactional, and informational), failure attributions (stability and controllability), recovery satisfaction, and loyalty. We collected data on perceived justice, failure attribution, recovery satisfaction, and customer loyalty through a survey of 263 airline passengers in Malaysia who experienced a service failure and subsequently a service recovery within the past year. The results reveal a significant relationship between perceived justice and recovery satisfaction in terms of distributive, procedural, and interactional justice. Recovery satisfaction had a significant effect on customer loyalty. The inclusion of failure attributions of stability and controllability as moderators indicates that both stability and controllability moderated the relationship between perceived justice and recovery satisfaction in terms of procedural, interactional, and informational justice, implying that the lower the stability and controllability of service failure, the stronger the positive relationship between procedural and informational justice and recovery satisfaction. These results have important implications for marketing theory and management.en_US
dc.language.isoenen_US
dc.publisherROUTLEDGE JOURNALSen_US
dc.subjectcustomer loyaltyen_US
dc.subjectairline travelersen_US
dc.subjectstabilityen_US
dc.subjectservice recoveryen_US
dc.subjectrecovery satisfactionen_US
dc.subjectperceived justiceen_US
dc.subjectcontrollabilityen_US
dc.titleRelationships of Perceived Justice to Service Recovery, Service Failure Attributions, Recovery Satisfaction, and Loyalty in the Context of Airline Travelersen_US
dc.typeArticleen_US
dc.relation.no3-
dc.relation.volume20-
dc.identifier.doi10.1080/10941665.2014.889028-
dc.relation.page239-262-
dc.relation.journalASIA PACIFIC JOURNAL OF TOURISM RESEARCH-
dc.contributor.googleauthorNikbin, Davoud-
dc.contributor.googleauthorMarimuthu, Malliga-
dc.contributor.googleauthorHyun, Sunghyup Sean-
dc.contributor.googleauthorIsmail, Ishak-
dc.relation.code2015014429-
dc.sector.campusS-
dc.sector.daehakCOLLEGE OF SOCIAL SCIENCES[S]-
dc.sector.departmentDIVISION OF TOURISM-
dc.identifier.pidsshyun-
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
Files in This Item:
There are no files associated with this item.
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE