 Impact of service failures on brand loyalty: a study of overbooking in the airline industryAbdenour-Karim Khelifi
Post-Print from HAL Abstract: This conceptual study aims to investigate the impact of denied boarding (a direct consequence of overbooking policies) in air transport on airline customer loyalty. Drawing on the work of Bejou and Palmer (1998), Wangenheim and Bayon (2007) and Dalalah, Ojiako & Chipulu's (2020), the author develops a conceptual model for measuring the impact of sdenied boarding on airline loyalty, based on two distinct behavioural responses. Specifically, the research problem investigated is to understand the extent to which denied boarding impacts customer loyalty to the airline, according to the two scenarios of voluntary denied boarding (1) and involuntary denied boarding (2). The overall aim of this study is to provide academic researchers and practitioners with a better understanding of the determinants of loyalty in the airline industry, and to help airlines better manage reputational damage and improve brand loyalty. Keywords: overbooking involuntary denied boarding brand loyalty brand trust service failure; overbooking; involuntary; denied boarding; brand loyalty; brand trust; service failure (search for similar items in EconPapers) Published in TTRA Annual conference Europe 2024, Travel and Tourism Research Association, Apr 2024, George, South Africa There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04592727 Access Statistics for this paper More papers in Post-Print from HAL |
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