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

Davoud Nikbin, Malliga Marimuthu, Sunghyup Hyun, Ishak Ismail

Research output: Contribution to journalArticle

12 Scopus citations

Abstract

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.

Original languageEnglish
Pages (from-to)817-834
Number of pages18
JournalJournal of Travel and Tourism Marketing
Volume31
Issue number7
DOIs
StatePublished - 2014 Oct 3

Keywords

  • Service failure
  • airline industry
  • controllability
  • loyalty
  • recovery satisfaction
  • service recovery
  • stability

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