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

Nikbin, Davoud and Marimuthu, Malliga (2014). Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry. Journal of Travel & Tourism Marketing,31(7):817-834.

Document type: Journal Article
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Title Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry
Author Nikbin, Davoud
Marimuthu, Malliga
Journal Name Journal of Travel & Tourism Marketing
Publication Date 2014
Volume Number 31
Issue Number 7
ISSN 1054-8408   (check CDU catalogue open catalogue search in new window)
Start Page 817
End Page 834
Total Pages 18
Place of Publication United States of America
Publisher Routledge
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
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.
Keywords Service failure
Service recovery
Stabilty
Controllability
Recovery satisfaction
Loyalty
Airline industry
DOI http://dx.doi.org/10.1080/10548408.2014.889642   (check subscription with CDU E-Gateway service for CDU Staff and Students  check subscription with CDU E-Gateway in new window)
 
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Created: Tue, 27 Jun 2017, 15:05:11 CST by Marion Farram