Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

Journal: Air Transport Management

Author: Yu-Wei Chang, Yu-Hern Chang

Published: 2010

Abstract

This paper investigates the relationships among service recovery, recovery satisfaction , overall customer satisfaction , and customer loyalty in airline services. The perception of justice in service recovery is specifically examined. A survey of airline passengers who have experienced service failure and recovery is analyzed using structural equation models. It is found that both interactional and procedural justice have a significant effect on recovery satisfaction. Overall satisfaction mediates the relationship between recovery satisfaction and loyalty.

Keywords: Service recovery, Perceived justice, Satisfaction, Customer loyalty

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