Investigating the effects of service recovery quality elements on passengers' behavioral intention |
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| Affiliation: | 1. Purser, Cabin Crew Operations, Korean Airlines, 1370, Gonghang-dong, Gangseo-gu, Seoul, 157-712, South Korea;2. School of Business, Korea Aerospace University, 200-1, Hwajeon-dong, Deokyang-gu, Goyang-city, Gyeonggi-do, 421-791, South Korea;1. Griffith Aviation, Griffith University, Australia;2. Flight Centre Group, Australia;1. Dept. of Transportation, University of Petroleum & Energy Studies, Kandoli Campus, Knowledge Acres, Dehradun, 248007, India;2. Dept. of Economics & International Business, University of Petroleum & Energy Studies, Kandoli Campus, Knowledge Acres, Dehradun, 248007, India;1. Department of International Business, Nanhua University, No. 55, Sec. 1, Nanhua Rd., Dalin, Chiayi, 62249, Taiwan;2. Department of Accountancy, Universitas Airlangga, No. 4, Airlangga Rd., Gubeng, Surabaya 60286, Indonesia;3. Master Institute of International Management, National Cheng Kung University No.1, University Road, Tainan City 701, Taiwan;1. Department of Business Management, Qazvin Branch, Islamic Azad University, Qazvin, Iran;2. Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran |
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| Abstract: | This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure. |
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| Keywords: | Service recovery Airline image Recovery satisfaction Behavioral intention |
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