Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective
RiHyun Shin,
Jin-Woo Park (jwpark@kau.ac.kr) and
DongRyeol Choi
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RiHyun Shin: School of Business, Korea Aerospace University, Goyang-si 10540, Republic of Korea
Jin-Woo Park: School of Business, Korea Aerospace University, Goyang-si 10540, Republic of Korea
DongRyeol Choi: School of Business, Korea Aerospace University, Goyang-si 10540, Republic of Korea
Sustainability, 2024, vol. 16, issue 7, 1-18
Abstract:
The aim of this research is to examine the impact of bystander appraisal components, specifically congruence and relevance, on the intention to share negative experiences resulting from disruptive passengers on a flight. The investigation focuses on the mediating factors of negative emotions, satisfaction with service recovery, and trust in the airline. Employing a scenario-based approach, the detailed perceptions of passengers who may not have directly encountered disruptive behavior were explored. A total of 368 questionnaires were collected, and a structural equation model (SEM) was utilized to assess the relationship between bystanders’ appraisal and their intention to share. The results revealed that relevance positively correlated with negative emotions, and congruence significantly affected negative emotions. Moreover, negative emotions had a negative impact on both satisfaction with service recovery (SSR) and airline trust. Both SSR and airline trust, influenced by negative emotions, were found to negatively affect the intention to share. The results will help inform strategies to manage and mitigate in-flight disturbances, so that a high-quality cabin service can be maintained and the overall airline reputation does not suffer.
Keywords: disruptive passenger; bystander appraisal; scenario-based approach; negative emotions; SSR (satisfaction with service recovery); airline trust; intention to share; sustainable service strategy (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:16:y:2024:i:7:p:2773-:d:1364996
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