Effect of airline choice and temporality on flight delays

Arora, Swapan Deep; Mathur, Sameer

doi:10.1016/j.jairtraman.2020.101813

Cited by 12 publications

(9 citation statements)

References 56 publications

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“…Such studies have primarily identified concrete actions that can restore customers' trust and reduce their retaliatory instincts. All studies with this theme, barring Räikkönen and Honkanen (2016) and Arora and Mathur (2020), attempted to understand how specific recovery attributes result in a successful recovery. However, they differed on how this can be achieved.…”

Section: Resultsmentioning

confidence: 99%

“…Räikkönen and Honkanen (2016), adopted the traditional single deviation research method of determining the success of recovery by assessing the customers' cognitive (justice) evaluations of recovery. Arora and Mathur (2020) exemplified the operational probability of recovering from a double deviation based upon industry characteristics (it is easier for a long‐distance flight to recover from delay than a short‐distance flight). Although the study does not lie exclusively in the marketing domain, it was included in this review for providing an important marketing implication: double service recovery is possible despite contextual factors (e.g., weather, air traffic congestion).…”

Section: Resultsmentioning

confidence: 99%

“…Of the 43 studies reviewed, only two claimed that their results were influenced by and thus dependent on service industry type (Arora & Mathur, 2020; Zou & Migacz, 2020). The other studies neglected industry‐specific research criteria, frequencies, intensities of recovery failures and other boundary conditions.…”

Section: Research Gaps and Agenda For Future Researchmentioning

confidence: 99%

“…Of the 43 studies reviewed, only two claimed that their results were influenced by and thus dependent on service industry type (Arora & Mathur, 2020;Zou & Migacz, 2020). is that the long-term effects of double deviation are not detectable.…”

Section: Industrial Focusmentioning

confidence: 99%

See 3 more Smart Citations

The Burden of Double Deviation in Services: A Systematic Review and Research Agenda

Suresh

Chawla

2022

Int J Consumer Studies

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Double deviation (failure to satisfactorily recover from a service failure) is a common phenomenon that has recently attracted significant research interest, but the academic literature lacks a study mapping and synthesizing the field. This article undertakes filling this gap by systematically reviewing the double deviation literature. The review classifies the literature into causes, consequences, moderators, and double service recovery and identifies research themes and future research directions within them. Key current research themes are ineffective recovery remedies and cognitive appraisal criteria as causes; emotivational goals, revengeful and reparative behaviours as consequences; firm-customer relationship-based variables as moderators; and unique tactics of double service recovery. Reassessing the scope of double deviation, uncovering customers' discrete emotions during double deviation and ascertaining the commercial viability of double service recovery are some recommendations for future research.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Research Gaps and Agenda For Future Researchmentioning

confidence: 99%

Section: Industrial Focusmentioning

confidence: 99%

See 2 more Smart Citations

The Burden of Double Deviation in Services: A Systematic Review and Research Agenda

Suresh

Chawla

2022

Int J Consumer Studies

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“…The research results were meaningful for both airlines and airports for their short-term capacity management and long-term investment. More recently, this technique also helped identifying determinants influencing aircraft arrival delay of U.S. airports (Konidina, 2018), forecasting city-pair passenger demand and developing an aggregate air itinerary marker share model (Busquets, Alonso, & Evans, 2018), and analyzing factors of service failures of U.S. civil aviation industry (Arora & Mathur, 2020).…”

Section: Multinomial Logistic Regression (Mlr) and Air Transportmentioning

confidence: 99%

Logistics and supply chain for mice cities

Sriraksa¹

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The aim of this study was threefold; 1) to examine success factors of logistics and supply chain for MICE cities, 2) to investigate influences of socio-demographic factors on stakeholders perception of logistics and supply chain for MICE cities, and 3) to identify significant competitive advantage determinants of logistics and supply chain for a city to be selected as MICE city. Based on some common characteristics and differences by nature of location, Phitsanulok, Khon Kaen and Krabi were purposively selected. Research tool is a set of questionnaire consisting of four main parts that were demographic information, logistics and supply chain success factors for MICE cities, pairwise comparison of MICE cities, and suggestion. Participants were 429 respondents from two main industries; transportation industry and the Meetings industry, as well as related stakeholders. Data analysis employed descriptive statistics for socio-demographic description. Analysis of Variance (ANOVA) and independent sample t-test were used to examine impacts of socio-demographic factors. Through Analytical Hierarchy Process (AHP) and Multinomial Logistic Regression (MLR), significant attributes affecting probability of one city to be selected as MICE city were identified. Findings revealed that seven factors influencing MICE city competitiveness were international routes, airport-city connectivity, MICE experience, accommodation, innovation city, exhibition city, and leisure city. However, the results show that each factor considerably provided different effects on each city. This study shed light on how the government and stakeholders can construct a strategic guideline to develop logistics and supply chain to their full potential and the city future growth as MICE city

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The Development of a New Outsourcing Theory Uncovered by Backsourcing

Mederos¹

2021

Palgrave Studies in Accounting and Finance Practice

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Effect of airline choice and temporality on flight delays

Cited by 12 publications

References 56 publications

The Burden of Double Deviation in Services: A Systematic Review and Research Agenda

The Burden of Double Deviation in Services: A Systematic Review and Research Agenda

Logistics and supply chain for mice cities

The Development of a New Outsourcing Theory Uncovered by Backsourcing

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