Mediating effects of service recovery on liner shipping users

Shih-Liang Chao, Ru-Yan Lin and Yu-Han Sun

Transport Policy, 2019, vol. 84, issue C, 40-49

Abstract: Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to be a significant positive impact from service recovery on the customer loyalty of liner shipping users, which was found to be mediated via customer satisfaction and satisfaction after recovery.

Keywords: Liner shipping; Service recovery; Customer loyalty; Structural equation modeling (SEM) (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (3)

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DOI: 10.1016/j.tranpol.2018.12.016

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