A study on the impact of airline service delays on emotional reactions and customer behavior

Nam-Yi Kim and Jin-Woo Park

Journal of Air Transport Management, 2016, vol. 57, issue C, 19-25

Abstract: This study is intended to identify the influence of service delays on emotional responses and customer behavior. For this research, a survey was conducted on airline passengers that experienced service delays. A total of 395 respondents were analyzed using structural equation modeling. According to the analysis results, service delays positively influenced negative emotions and negatively influenced repurchase intention. In addition, service delays positively influenced negative word-of-mouth. This study provides a basic knowledge on how airlines can develop their service strategies to make good use of the motivating effect of service delays on emotional responses and behavioral intentions.

Keywords: Service delay; Emotional response; Behavioral intention (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (5)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:57:y:2016:i:c:p:19-25

DOI: 10.1016/j.jairtraman.2016.07.005

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