Abstract
This study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in Malaysia. The results indicate significant positive relationships between service recovery dimensions and recovery satisfaction, and between recovery satisfaction and customer loyalty. Both stability and controllability were negatively related to recovery satisfaction. The results provide support for the moderating effects of service failure attribution (stability and controllability) in the recovery process dimension. By recognizing the important role of stability and controllability attribution and its negative effects, service management should become highly involved in facilitating appropriate service recovery to satisfy customers after a failure. The results have important implications and suggest some interesting avenues for future research.
| Original language | English |
|---|---|
| Pages (from-to) | 817-834 |
| Number of pages | 18 |
| Journal | Journal of Travel and Tourism Marketing |
| Volume | 31 |
| Issue number | 7 |
| DOIs | |
| Publication status | Published - 3 Oct 2014 |
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Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry. / Nikbin, Davoud; Marimuthu, Malliga; Hyun, Sunghyup Sean; Ismail, Ishak.
In: Journal of Travel and Tourism Marketing, Vol. 31, No. 7, 03.10.2014, p. 817-834.Research output: Contribution to journal › Article › Research › peer-review
TY - JOUR
T1 - Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry
AU - Nikbin, Davoud
AU - Marimuthu, Malliga
AU - Hyun, Sunghyup Sean
AU - Ismail, Ishak
PY - 2014/10/3
Y1 - 2014/10/3
N2 - This study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in Malaysia. The results indicate significant positive relationships between service recovery dimensions and recovery satisfaction, and between recovery satisfaction and customer loyalty. Both stability and controllability were negatively related to recovery satisfaction. The results provide support for the moderating effects of service failure attribution (stability and controllability) in the recovery process dimension. By recognizing the important role of stability and controllability attribution and its negative effects, service management should become highly involved in facilitating appropriate service recovery to satisfy customers after a failure. The results have important implications and suggest some interesting avenues for future research.
AB - This study examines the relationships between service recovery, stability and controllability attribution, recovery satisfaction, and customer loyalty. We collected data on service recovery, failure attribution, recovery satisfaction, and customer loyalty through a survey of airline passengers in Malaysia. The results indicate significant positive relationships between service recovery dimensions and recovery satisfaction, and between recovery satisfaction and customer loyalty. Both stability and controllability were negatively related to recovery satisfaction. The results provide support for the moderating effects of service failure attribution (stability and controllability) in the recovery process dimension. By recognizing the important role of stability and controllability attribution and its negative effects, service management should become highly involved in facilitating appropriate service recovery to satisfy customers after a failure. The results have important implications and suggest some interesting avenues for future research.
KW - airline industry
KW - controllability
KW - loyalty
KW - recovery satisfaction
KW - Service failure
KW - service recovery
KW - stability
UR - http://www.scopus.com/inward/record.url?scp=84908568998&partnerID=8YFLogxK
U2 - 10.1080/10548408.2014.889642
DO - 10.1080/10548408.2014.889642
M3 - Article
VL - 31
SP - 817
EP - 834
JO - Journal of Travel and Tourism Marketing
JF - Journal of Travel and Tourism Marketing
SN - 1054-8408
IS - 7
ER -