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

Yu-Wei Chang and Yu-Hern Chang

Journal of Air Transport Management, 2010, vol. 16, issue 6, 340-342

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.

Keywords: Service recovery; Perceived justice; Satisfaction; Customer loyalty (search for similar items in EconPapers)
Date: 2010
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (23)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699710000591
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:16:y:2010:i:6:p:340-342

DOI: 10.1016/j.jairtraman.2010.05.001

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().