Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services |
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| Authors: | Yu-Wei Chang Yu-Hern Chang |
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| Institution: | 1. Department of Air Transportation Management, Aletheia University, 70-11 Pei-shi Liao, Tainan County 721, Taiwan;2. Department of Transportation and Communication Management Science, National Cheng Kung University, 1 University Road, Tainan 701, Taiwan |
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| Abstract: | This paper investigates the relationships among service recovery, recovery satisfaction, overall customer satisfaction, and customer loyalty in airline services. The perception of justice in service recovery is specifically examined. A survey of airline passengers who have experienced service failure and recovery is analyzed using structural equation models. It is found that both interactional and procedural justice have a significant effect on recovery satisfaction. Overall satisfaction mediates the relationship between recovery satisfaction and loyalty. |
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