The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory

Steven J. Migacz, Suiwen (Sharon) Zou, James F. Petrick

Research output: Contribution to journalArticle

Abstract

The objective of this research was to examine airline passengers’ service recovery assessments. In addition, the impact of loyalty was examined with relation to postrecovery satisfaction, word-of-mouth communication, and purchase intent. Rawls’s justice theory guided the study. Data were collected via self-reported measure from Mturk and revealed that air travelers’ level of satisfaction of service recovery was impacted by all three justice dimensions. It was further found that the most effective recovery strategy for airline management would likely be to focus on providing compensation beyond expectations. Theoretical and practical implications were discussed.

Original languageEnglish (US)
Pages (from-to)83-98
Number of pages16
JournalJournal of Travel Research
Volume57
Issue number1
DOIs
StatePublished - Jan 1 2018
Externally publishedYes

Keywords

  • justice theory
  • repurchase intent
  • satisfaction
  • service recovery
  • WOM

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Transportation
  • Tourism, Leisure and Hospitality Management

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