A study on the impact of airline service delays on emotional reactions and customer behavior |
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| Institution: | 1. Cabin Crew Operations, Korean Airlines, 1370, Gonghang-dong, Gangseo-gu, Seoul, 157-712, South Korea;2. School of Business, Korea Aerospace University, 76 Hanggongdaehak-ro, Deokyang-gu, Goyang-si, Gyeonggi-do, 421-791, South Korea;1. Department of Economics, National and Kapodistrian University of Athens, 1, Sofokleous St., Athens 10559, Greece;2. Department of Business Administration, University of the Aegean, Chios, Greece;1. School of Business, College of Arts, Social Science and Commerce, La Trobe University, Victoria, 3086, Australia;2. ICAM, Pekan, Malaysia;1. CESUR, CERIS, Instituto Superior Técnico, Universidade de Lisboa, Av. Rovisco Pais, 1049-001 Lisbon, Portugal;2. CEG-IST – Center for Management Studie, Instituto Superior Técnico, Universidade de Lisboa, Av. Rovisco Pais, 1049-001 Lisbon, Portugal |
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| Abstract: | This study is intended to identify the influence of service delays on emotional responses and customer behavior. For this research, a survey was conducted on airline passengers that experienced service delays. A total of 395 respondents were analyzed using structural equation modeling. According to the analysis results, service delays positively influenced negative emotions and negatively influenced repurchase intention. In addition, service delays positively influenced negative word-of-mouth. This study provides a basic knowledge on how airlines can develop their service strategies to make good use of the motivating effect of service delays on emotional responses and behavioral intentions. |
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| Keywords: | Service delay Emotional response Behavioral intention |
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