Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry

Davoud Nikbin, Malliga Marimuthu, Sunghyup Sean Hyun, Ishak Ismail

    Research output: Contribution to journalArticle

    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 languageEnglish
    Pages (from-to)817-834
    Number of pages18
    JournalJournal of Travel and Tourism Marketing
    Volume31
    Issue number7
    DOIs
    Publication statusPublished - 3 Oct 2014

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