Impact des défaillances de service sur la fidélité-client: Etude de la pratique de surréservation dans le transport aérien

Karim Khelifi ()
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Karim Khelifi: Esthua Faculté de Tourisme, Culture et Hospitalité

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Abstract: This study aims to measure the impact of boarding denials i (a direct consequence of the practice of overbooking) in the airline industryon airline customer loyalty. Drawing on the work of Bejou and Palmer (1998), and Wangenheim and Bayon (2007), the author develops a conceptual model for measuring the impact of denied boarding on airline loyalty, based on two distinct behavioral responses. Specifically, the problem studied 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.

Keywords: Surréservation aérien transport refus d'embarquement involontaire volontaire yield fidélité consommateur confiance marketing comportement Questionnement scientifique; Surréservation; aérien; transport; refus d'embarquement; involontaire; volontaire; yield; fidélité; consommateur; confiance; marketing; comportement Questionnement scientifique (search for similar items in EconPapers)
Date: 2024-06-26
New Economics Papers: this item is included in nep-inv
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Published in 6e Rencontres Francophones Transport Mobilité (RFTM), Université Libre de Bruxelles, Jun 2024, Bruxelles, Belgique

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