Customer responses to airline companies' service failure and recovery strategies: the moderating role of service failure habit

Elbaz, Ahmed Mohamed; Soliman, Mohammad; Al-Alawi, Alamir; Al-Romeedy, Bassam Samir; Mekawy, Moustafa A.

doi:10.1108/tr-03-2022-0108

Cited by 13 publications

(8 citation statements)

References 48 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Thus, H6 was not supported. As mentioned by Anagnostopoulou et al (2020), Ciasullo et al (2021) and Elbaz et al (2022), customer satisfaction was achieved not only in terms of response timing or the volume of online reviews but also the valence of responses. Our analysis showed that H6 was not supported because most online reviews were negative, and regardless of the number of reviews, negative reviews had a similar negative impact on hotels.…”

Section: Effect Of Public Response On Abnormal Returns and Cumulative...mentioning

confidence: 83%

Impact of reputation on hospitality profitability: impact of service failure online exposure on revenue performance – evidence from the hotel industry in China

Wang

Lin

2023

View full text Add to dashboard Cite

Purpose Using a video revealing unhygienic practices in Chinese five-star hotels as the case study, this study aims to understand the impact of service failure online exposure on hotel revenue performance in terms of seriousness, magnitude and duration, as well as to identify the hotel-characteristics and hotel-responsiveness factors that influence revenue recovery. Design/methodology/approach This study uses the actual Revenue per Available Room data of ten hotels involved in the incident and five different market segments during 2016–2019. Event study method is used to investigate the effect of online exposure on hotel revenue performance. Findings This study confirms the significant negative effect of online exposure and that hotels take nearly nine months to fully recover. The results indicate that hotel size, hotel age and response strategy play an important role in reducing negative impacts. Moreover, this study reveals the dynamic spillover effects of online exposure on different hotel market segments. These effects change from a competitive to a contagious effect with a decrease in class ratings. Practical implications Low-class hotel managers should take effective actions to avoid possible negative spillovers from others’ service failure incidents. Hotel managers could consider the synergy of different strategies rather than a single response strategy to minimize losses. Originality/value This study theoretically broadens knowledge about the negative impact of online exposure on Chinese hotel revenue. Additionally, the findings examine the dynamic spillover effects on hotels in different segments. Furthermore, they extend the existing findings on the negative impact of online public opinion crises.

show abstract

Section: Effect Of Public Response On Abnormal Returns and Cumulative...mentioning

confidence: 83%

Impact of reputation on hospitality profitability: impact of service failure online exposure on revenue performance – evidence from the hotel industry in China

Wang

Lin

2023

View full text Add to dashboard Cite

show abstract

“…Wei and Kim (2021) also emphasised that airlines should prioritise effective communication during the crisis. Therefore, maintaining clear communication with customers, preventing service failure and minimising customer complaints will help increase passenger loyalty (Elbaz et al , 2022).…”

Section: Discussionmentioning

confidence: 99%

Airline brand image, passenger perceived value and loyalty towards full-service and low-cost carriers

2023

View full text Add to dashboard Cite

Purpose This study aims to examine the mediating and moderating processes that link airline brand image to passenger loyalty through perceived value. Design/methodology/approach The research participants were Taiwanese passengers with experience travelling abroad by air. Structural equation modelling and multigroup analysis were used to investigate the effect of airline brand image and perceived value on the loyalty of passengers using full-service and low-cost carriers. Findings For both airline types, airline brand image had a significant and positive effect on passenger perceived value. Perceived value had a significant and positive effect on passenger loyalty, perceived value was a crucial mediator and airline type was not a key moderator in the model. Originality/value In this study, focusing on the perspective of Taiwanese passengers, a conceptual model of the factors that lead to passenger loyalty, with a focus on brand image, was developed. This paper contributes to the literature and application field by examining the mediating effect of perceived value and the moderating role of airline type in the aviation industry; on the basis of the results, potential recovery strategies for airlines in the post-COVID-19 era are provided.

show abstract

“…The managers may also use the findings in understanding the conceptual framework, its fundamentals, metamorphisms and advancements. This will facilitate the managers to develop better marketing strategies for improved customer retention (Adzoyi et al ., 2021; Stauss et al ., 2001) and reduced service failure (Chen et al ., 2022; Elbaz et al ., 2022).…”

Section: Discussionmentioning

confidence: 99%

Exploring research trends of procrastination: a bibliometric analysis during 2010 to 2020

Sharma

Kulshreshtha

2023

BIJ

View full text Add to dashboard Cite

PurposeThe aim of this paper is to offer insight into procrastination over the past decade using bibliometric analysis to gauge the evolving journey of this concept. Thus, the concept of procrastination is examined in terms of authors, affiliating institutions, countries, citation patterns, bibliometric coupling and co-occurrence analysis.Design/methodology/approachFor exploring the research work on procrastination, the bibliometric analysis was conducted for co-authorship, co-occurrence of keywords, citation network analysis, most influential authors, document and country wise bibliometric coupling by taking 630 publications between the years 2010–2020 into consideration. Software like VOSviewer and Tableau was used for result analysis. In addition, the content analysis was used for the top research papers amongst the eleven different clusters.FindingsThe study reveals the nature and direction of research over the past decade on procrastination. The most prominent journals, authors, articles, institutions, countries and keywords have been identified. The topic shows an upward trend of research as no consolidation or maturity in the pattern is observed. Frontiers In Psychology had the highest number of publications followed by Personality And Individual Differences. The top three contributors are Sirosis, F.M., Feng, T. and Ferrari, J.R. The country-wise analysis shows the USA leading followed by Germany, China and Canada. UiT The Arctic University of Norway was having the most significant contribution followed by The Ohio State University, DePaul University and Tel Hai Academic College. The most prominent themes and documents are reported. In addition, the content analysis depicted the need to conduct the research work on the certain themes which may usher the researchers towards more conceptual clarity and strategizing.Originality/valueSufficient discourse and relevant literature are available about procrastination, bedtime procrastination and academic procrastination and related areas. However, procrastination is becoming a universal issue, especially in the field of human resources and workforce development. This paper attempts to facilitate the policy-makers, regulators, researchers and practitioners to explore allied and less explored areas of procrastination that need future investigation.

show abstract

Customer responses to airline companies' service failure and recovery strategies: the moderating role of service failure habit

Cited by 13 publications

References 48 publications

Impact of reputation on hospitality profitability: impact of service failure online exposure on revenue performance – evidence from the hotel industry in China

Impact of reputation on hospitality profitability: impact of service failure online exposure on revenue performance – evidence from the hotel industry in China

Airline brand image, passenger perceived value and loyalty towards full-service and low-cost carriers

Exploring research trends of procrastination: a bibliometric analysis during 2010 to 2020

Contact Info

Product

Resources

About