An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers

Pin-Fenn Chou

Journal of Air Transport Management, 2015, vol. 47, issue C, 119-125

Abstract: The purpose of this study is to analyze the relationship between service failure, service recovery, and loyalty for Low Cost Carrier travelers. This study also examines the mediating effects of service recovery between service failure and loyalty through travelers' perceived satisfaction. The study reveals that service recovery has a positive effect on attitude and behavior loyalty, while service failure has a positive effect on service recovery. The empirical analysis shows that both apology and compensation have only a partial mediating effect between delivery failure, and attitude loyalty and behavior loyalty separately. Practical implications of the findings for Low Cost Carrier services are discussed.

Keywords: Low Cost Carriers; Service failure; Service recovery; Loyalty; Mediating role (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:47:y:2015:i:c:p:119-125

DOI: 10.1016/j.jairtraman.2015.05.007

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