The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines

Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; Salarzehi, Habibollah

doi:10.1080/15022250.2012.724923

Cited by 13 publications

(13 citation statements)

References 65 publications

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“…The fourth area identified is service encounters and performative work, with studies looking into the nature of performative work (Baerenholdt & & Jensen, 2009), service encounter practices (Svingstedt, 2013), critical encounters (Lundberg, 2011), verbalized hospitality (Ivkov et al, 2019), service failure and recovery (Nikbin et al, 2012), service dimensions as drivers of overall satisfaction (Matzler et al, 2006), meal experiences (Hansen et al, 2005), and development of a measurement tool for meal experiences (Hansen, 2014), in addition to research on hotel sleep experiences (Pallesen et al, 2016). This area of research has strong roots in the Nordic service theory and research tradition (e.g.…”

Section: Current State Of Hospitality Research In a Nordic Contextmentioning

confidence: 99%

20 years of Nordic hospitality research: a review and future research agenda

Gjerald

Dagsland

Furunes

2021

Scandinavian Journal of Hospitality and Tourism

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Communicating hospitality and tourism research has been at the core of the journal aim since the early start in 2001. The aim of the current paper is to provide an overview of the first 20 years of hospitality research in Scandinavian Journal of Hospitality and Tourism, to draw some lines to international hospitality research, and to propose a future research agenda. The review provides a brief account of the main themes addressed in Nordic hospitality research including (1) hospitality as a concept and practice, (2) business strategy, (3) hospitality operations, (4) service encounters as performative work, (5) human resource management, and (6) labour market perspectives. Potential research avenues are outlined.

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Section: Current State Of Hospitality Research In a Nordic Contextmentioning

confidence: 99%

20 years of Nordic hospitality research: a review and future research agenda

Gjerald

Dagsland

Furunes

2021

Scandinavian Journal of Hospitality and Tourism

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“…Service failure (SF) is defined as any real and/or perceived service related problem that appears during a consumer's experience with a company (Maxham III, 2001). Failures produce intensive, immediate and emotional reactions (Seiders and Berry, 1998) Sparks, 2003;Nikbin, et al, 2012;Sparks and McColl-Kennedy, 2001). Since service failures are extremely costly for firms (Maxham III, 2001), and failures are inevitable during service delivery (Webster and Sundaram, 1998), organizations need to respond effectively to failures to maintain their performance and their relationships with customers (Schoefer and Ennew, 2005;Wang et al, 2011).…”

Section: Service Failure and Recoverymentioning

confidence: 99%

The doer effect of failure and recovery in multi-agent cases: service supply chain perspective

Yıldırım

Oflaç

Yurt

2018

JSTP

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The purpose of the study is to explore the doer effect of service failure, good prior experience, and recovery on overall customer satisfaction, and repurchase intentions for multi-agents in tourism service supply chain. It specifically focuses on internal and external failure, and recovery. Design/Methodology/Approach: The study employs a 2*2*3 between-subjects experimental design with twelve diverse scenarios. It aims to examine the main effects of good prior experience, and the interaction effects of service failure and recovery on overall customer satisfaction and repurchase intentions. Findings: The main findings show that consumers do not show favourable behavioural outcomes when they have good prior experience with an affiliated party. Results of the experiments demonstrate that for hotels, there is no interaction effect between failure and recovery regarding overall customer satisfaction and repurchase intentions; however, for travel agencies, an interaction effect has been found. This indicates that, an internal failure (by travel agency), should be recovered internally to increase the behavioural outcomes for travel agency. However, if there is an external failure (by hotel) then the essential thing is providing a recovery. Originality: Although the service literature covers failure and recovery in diverse contexts, these concepts are rarely studied from a multi-agent perspective in the service supply chain literature. In such a chain, a failure by a different party may remain unresolved, and this may create a positive effect on another party, if they provide recovery for the failure. This means that the doer of the failure and/or recovery (the party responsible from the failure and/or recovery) may have an impact on behavioural outcomes. However, previous literature has neglected to focus on the important issue of which entity/party performs the failure and/or recovery, and the effect on behavioural outcomes. By focusing on a principal-agent relationship in a tourism service supply chain, the study aims to address this research gap.

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“…Satisfaction is a subjective evaluation of emotions, and therefore it may lead to positive or negative feeling of fulfillment [25]. Customer satisfaction is imperative in any businesses because it can lead to loyalty and positive word of mouth [26].…”

Section: B Recovery Satisfactionmentioning

confidence: 99%

The Role of Recovery Satisfaction on the Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework

Rashid¹

2014

IJIMT

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The aim of every organization is to deliver the utmost service to the customers. However, in certain circumstances, it is impossible to provide service with zero defect. Even the best organizations in the word are unable to escape from service failure. In recent years, practitioners and researchers are interested to explore the best measures to recover from service failure. Numerous studies have been established to investigate the effect of service recovery on customer satisfaction. Justice theory is one of the well-known theoretical foundation that has been referred in service recovery studies. By means of the same theory which is represented by distributive justice, procedural justice and interactional justice as well as their relationships with recovery satisfaction, this study proposes further investigation on how these exogenous factors promote or influence brand evangelism. Brand evangelism represents an extension to word of mouth communication. This exploration is believed to be the first incorporating brand evangelism in service recovery context. The anticipated managerial implications and recommendations for future research are also discussed in this conceptual paper.

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The Relationship of Service Failure Attributions, Service Recovery Justice and Recovery Satisfaction in the Context of Airlines

Cited by 13 publications

References 65 publications

20 years of Nordic hospitality research: a review and future research agenda

20 years of Nordic hospitality research: a review and future research agenda

The doer effect of failure and recovery in multi-agent cases: service supply chain perspective

The Role of Recovery Satisfaction on the Relationship between Service Recovery and Brand Evangelism: A Conceptual Framework

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