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The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines

Nikbin, Davoud, Ismail, Ishak, Marimuthu, Malliga and Salarzehi, Habibollah (2012). The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines. Scandinavian Journal of Hospitality and Tourism,12(3):232-254.

Document type: Journal Article
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Title The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines
Author Nikbin, Davoud
Ismail, Ishak
Marimuthu, Malliga
Salarzehi, Habibollah
Journal Name Scandinavian Journal of Hospitality and Tourism
Publication Date 2012
Volume Number 12
Issue Number 3
ISSN 1502-2250   (check CDU catalogue open catalogue search in new window)
eISSN 1502-2269
Start Page 232
End Page 254
Total Pages 23
Place of Publication United Kingdom
Publisher Routledge
Field of Research COMMERCE, MANAGEMENT, TOURISM AND SERVICES
Abstract The purpose of this study was to explore the relationship of failure attributions (stability and controllability) and service recovery justice (i.e. distributive justice, interactional justice, and procedural justice) to recovery satisfaction and the moderating relationship of service recovery justice on the link between failure attributions and recovery satisfaction in the context of airline. Data were gathered by means of a survey from airline passengers who experienced a service failure and subsequently a service recovery within the past year. The findings of this study suggest that stability and controllability have a negative relationship with recovery satisfaction. The results also indicate that distributive and procedural justices have a positive relationship with recovery satisfaction. Additionally, the results found that among service recovery justice dimensions, only distributive and procedural justice moderate the relationship between stability and recovery satisfaction. Moreover, only procedural satisfaction moderates the relationship between controllability and recovery satisfaction. Managerial implications of these findings are briefly discussed.
Keywords Service failure
Service recovery justice
Failure attribtions
Recovery satisfaction
DOI http://dx.doi.org/10.1080/15022250.2012.724923   (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: Wed, 28 Jun 2017, 11:51:18 CST by Marion Farram