IndiGo Airlines Brand Crisis: Assault on Passenger Goes Viral

Sharma, Ruppal Walia

doi:10.1177/0972820120918968

Cited by 3 publications

(3 citation statements)

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“…On the other hand, misperceptions affect the value offered and promotes negative assessments of the firm that negatively affect customer loyalty. Studies like Arbore and Busacca [35] and Bhattacharya and Sen [37] have shown a positive relationship between the firm's public perception and customer loyalty. In light of these arguments, the 6th hypothesis of the current study is formulated as shown below: Hypothesis 6.…”

Section: Perception and Customer Satisfactionmentioning

confidence: 99%

“…The association and limitation of IFIs' operations to Muslim countries are directly linked to such failures. IFIs and Islamic banking technologies operate similarly to conventional banks; they enjoy the benefit of attracting a certain group of customers due to the association of the word "Islam" [3,35,36]. However, in the era of globalization and modernization, this is not enough and these institutions need to introduce worldwide competitive aspects and technology integration for attaining global outreach and developing sustainable approaches [37].…”

Section: Customer Satisfaction Theory and Banking In Pakistanmentioning

confidence: 99%

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Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

et al. 2021

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This study examines the effects of quality of service, product awareness, and perceptions among customers of Islamic financial institutions (IFIs) on customer loyalty through technology integration using customer satisfaction as a mediator. A well-structured, comprehensive questionnaire was developed and data were collected from 203 respondents who were customers of six IFIs in Pakistan and had at least 2 years of experience in dealing confiorm this is correct with these IFIs. A total of 171 accurate responses were received from the respondents. Ten hypotheses were developed and statistically verified using regression and correlation analytical techniques. The results reveal that the quality of customer services and awareness of IFIs had a direct and positive relationship with customer loyalty, which in turn was mediated by customer satisfaction. Perceptions about IFIs had a direct positive relation with customer satisfaction. However, the relation of perceptions and quality of service with customer loyalty and satisfaction in financial institutions through technology integration was found to be insignificant, even in the presence of customer satisfaction as a mediator.

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Section: Perception and Customer Satisfactionmentioning

confidence: 99%

Section: Customer Satisfaction Theory and Banking In Pakistanmentioning

confidence: 99%

Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

et al. 2021

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“…Regardless of the category, brand crises often result in financial losses and public criticism, damaging brand reputation and value (Balawi, et al , 2022; Hegner et al , 2018; Robson and Farquhar, 2021). Consumers typically become aware of such brand crises through widely distributed reports in traditional media (Behera et al , 2022; Sharma, 2022; Wu et al , 2021) or social media virality (Segal, 2021), which negatively affects consumers’ perceptions of and trust in the brand. This often leads to counterproductive behaviors, such as petitions and negative word-of-mouth against the firm (Langaro et al , 2022; Nguyen et al , 2021; Ouyang et al , 2020) and decreased purchase intentions and brand loyalty (Baghi and Gabrielli, 2019; Nguyen et al , 2021; Sun et al , 2022).…”

Section: Introductionmentioning

confidence: 99%

Will consumers give us another chance to bounce back? Effects of precrisis commitments to social and product responsibility on brand resilience

Kang

Faria

Lee

et al. 2023

JPBM

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Purpose Merely being known as a highly ethical or strong performer cannot shield a company from every kind of crisis. From product failures to environmental and social issues, a brand’s ability to manage crises and rapidly regain consumer trust is essential. This study aims to explore whether consumer perceptions of a brands’ prior commitments to two different areas of corporate responsibility (social and product responsibility) alleviate the postcrisis attribution of accountability and further build brand resilience, examining differences between two types of crisis situations – values versus performance crises. Design/methodology/approach A scenario-based online survey on product versus ethical labor issues was conducted. The data were collected from a highly valid, nationwide sample set of more than a thousand US consumers. Multigroup structural equation modeling was used as the primary data analysis method. Findings A brand’s precrisis commitment to social responsibility was found to decrease attribution of accountability across both types of crises. It also strengthened brand resilience, but this effect was more prevalent in a performance than a values crisis. The effects of precrisis commitment to product responsibility on brand resilience were minimal or insignificant across crisis types. Originality/value Previous research underexplores which types of corporate responsibility commitments provide a firm with a better protection against crises. This study significantly advances the knowledge regarding the type of commitments that can substantially increase brand resilience, which supports the rationale of making stronger commitments to social responsibility than to product responsibility. Practical insights are provided into how investments in corporate social responsibility help alleviate consumers’ negative perceptions during the outbreak of a brand crisis and build more brand muscle that enables resilience against future crises.

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Empirical Analysis of Fleet Commonality Strategy’s Impact on the Operating Performance of the Indian Aviation Sector

Agrawal

2024

Transportation Research Record: Journal of the Transportation R

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Fleet commonality and standardization strategies are recognized in the global airline industry for their operational advantages and potential to ensure sustainability in a highly competitive environment. This study focuses on the Indian airline sector, aiming to verify the pivotal role of cost efficiency, revenue management, fleet size, and characteristics in determining airline profitability, as well as the influence of fleet size and standardization on operating costs. To achieve this, we developed an empirical model to evaluate both operating profitability and cost efficiency provided by fleet commonality. To measure fleet commonality, we employed a fleet standardization index, providing a quantitative assessment of the level of fleet commonality across different airlines. Utilizing real-time data collected extensively from the Directorate General of Civil Aviation (DGCA) in India, we conducted a detailed analysis involving eight prominent airlines for 10 years spanning from 2012 to 2022. Our regression models indicate a strong positive association between fleet commonality and operating performance, underscoring the significance of fleet standardization strategies in enhancing airline profitability. This study not only contributes empirical evidence to the existing literature but also provides valuable insights for airline managers seeking to understand the benefits of fleet commonality in the context of the Indian aviation industry. This research is anticipated to aid airline executives in making informed decisions about fleet management strategies to improve their operational and financial performance in an increasingly competitive market.

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IndiGo Airlines Brand Crisis: Assault on Passenger Goes Viral

Cited by 3 publications

References 1 publication

Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

Will consumers give us another chance to bounce back? Effects of precrisis commitments to social and product responsibility on brand resilience

Empirical Analysis of Fleet Commonality Strategy’s Impact on the Operating Performance of the Indian Aviation Sector

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