An Analysis of Corporate E‐mail Communication as Part of Airlines' Service Recovery Strategy

Dickinger, Astrid; Bauernfeind, Ulrike

doi:10.1080/10548400902864651

Cited by 33 publications

(22 citation statements)

References 39 publications

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“…Travel‐related OSNs have been used as a social interaction medium for tourists and as a platform for tourism organizations to represent themselves (Dickinger and Bauernfeind, ). Therefore, it is important to highlight the importance of social interaction in the OSN domain for travel.…”

Section: Implications For Practicementioning

confidence: 99%

The Role of Online Social Network Travel Websites in Creating Social Interaction for Gen Y Travelers

Nusair

Bilgihan

Okumuş³

2012

Journal of Tourism Research

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This paper aims to evaluate Generation Y users' social interaction with online social networks (OSNs) by testing a theoretical model, which consists of antecedents and consequences of social interactions in an OSN travel context. An online self‐administered questionnaire was sent to a systematic random sample of 12 000 college students at six US universities, and 513 respondents in total participated in the study. Study results suggest that innovativeness, perceived utility, and information sharing are effective for developing online social interaction. The paper discusses theoretical and practical implications of study results and provides suggestions for future research. Copyright © 2012 John Wiley & Sons, Ltd.

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Section: Implications For Practicementioning

confidence: 99%

The Role of Online Social Network Travel Websites in Creating Social Interaction for Gen Y Travelers

Nusair

Bilgihan

Okumuş³

2012

Journal of Tourism Research

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“…The rapid growth in size of the e-travel service business is clear evidence of this (Dickinger & Bauernfeind, 2009;Mistilis & D'Ambra, 2008). According to Travel Industry Association of America, 2005, there were 79 million U.S. users searching for travelrelated information online in 2005, and nearly 65 million U.S. users used the Internet to make travel reservations.…”

Section: Introductionmentioning

confidence: 98%

Measuring E-Service Quality for Online Travel Agencies

Tsang

Lai

Law

2010

Journal of Travel & Tourism Marketing

121

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“…Examining and understanding customer perceptions of service failures and subsequent recovery actions are the first few steps in designing a reliable service failure recovery process (Gu and Ye 2014). Several studies have examined negative impacts of service failures and positive impacts of subsequent service recovery actions on customer satisfaction (e.g., S. W. Anderson, Baggett, and Widener 2009;Dickinger and Bauernfeind 2009). However, most of those studies did not examine the differences among various attributes of service failures and recovery processes (e.g., Nguyen and McColl-Kennedy 2003).…”

Section: Introductionmentioning

confidence: 99%

“…Several studies have examined negative impacts of service failures and positive impacts of subsequent service recovery actions on customer satisfaction (e.g., S. W. Anderson, Baggett, and Widener 2009; Dickinger and Bauernfeind 2009). However, most of those studies did not examine the differences among various attributes of service failures and recovery processes (e.g., Nguyen and McColl-Kennedy 2003).…”

Section: Introductionmentioning

confidence: 99%

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Liu

Gürsoy

2018

Journal of Travel Research

126

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Using online customer reviews for airline services, this study examines the impacts of various attributes of airline service failures and subsequent recovery actions on customer consumption emotions, satisfaction, and recommendation likelihood through text mining, sentiment analysis, and path analysis. Findings suggest that causes, magnitude, and consequences of service failures influence customers' positive and negative emotions. Providing compensation for the current trip, either monetary or nonmonetary, can alleviate customers' negative emotions, while providing compensation for future travel does not have any impact on emotions. Findings further suggest that positive employee attitudes, behaviors, and prompt service recovery actions generate more positive emotions while alleviating negative emotions compared to compensations provided. Service failures and timely, reliable, and satisfactory recovery actions have greater influences on travelers who fly with fullservice airlines and in business class compared with travelers who fly with low-cost airlines and in economy class. Customers' emotions influence their satisfaction and recommendation likelihood.

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An Analysis of Corporate E‐mail Communication as Part of Airlines' Service Recovery Strategy

Cited by 33 publications

References 39 publications

The Role of Online Social Network Travel Websites in Creating Social Interaction for Gen Y Travelers

The Role of Online Social Network Travel Websites in Creating Social Interaction for Gen Y Travelers

Measuring E-Service Quality for Online Travel Agencies

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

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