The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory
研究了航空乘客对服务补救的评价，发现公平的三个维度都影响满意度，而超出预期的补偿是最有效的补救策略。
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.