What recovery options to offer for loyalty reward program members: Dollars vs. Miles?

Hwang, Yoo Hee; Gao, Yixing; Mattila, Anna S.

doi:10.1016/j.ijhm.2020.102496

Cited by 25 publications

(25 citation statements)

References 51 publications

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“…The consequences of service failure are serious when mishandled as they lower perception of service quality (Köcher & Paluch, 2019;Kim et al, 2009), cause customer dissatisfaction (Koc, 2019) which, in turn, aff ects company revenues and disrupts its sustainability as a result (Nikbin et al, 2014). In response, service providers need to have a robust service recovery in place to win back dissatisfi ed customers (Matikiti et al, 2019) as the way to restore the perception of justice (Hwang, Gao & Mattila, 2020). This makes service recovery the top priority of businesses (Kranzbühler, Kleijnen & Verlegh, 2019).…”

Section: Service Failurementioning

confidence: 99%

The Link Between Causal Attribution and Recovery Satisfaction in Mobile Money Transaction Failures: The Mediating Role of Negative Emotions

Malombe

Choudhury

2020

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Purpose -Despite the remarkable growth and importance of mobile money technology, there are reported concerns about transaction failures. This research study evaluates customer perception of and response to transaction failures and recovery in an emerging market context. Specifi cally, the study proposes a model to analyze the direct eff ect of causal attribution of mobile money transaction failure, employing dimensions of controllability and stability on recovery satisfaction as well as indirect eff ects through negative emotions.Design/methodology/approach -Data were collected through an online survey using a structured questionnaire on 344 mobile money subscribers who experienced transaction failures in the past six months. SažetakSvrha -Unatoč izuzetnom rastu i važnosti tehnologije mobilnog novca, javlja se zabrinutost zbog neuspjelih transakcija. Ova istraživačka studija ocjenjuje percepcije korisnika o neuspjelim transakcijama, odgovorima na njih kao i oporavku u kontekstu tržišta u razvoju. Točnije, predlaže se model za analizu izravnog učinka kauzalnog atribuiranja neuspjeha transakcija mobilnog novca korištenjem dimenzija upravljivosti i stabilnosti zadovoljstva oporavkom kao i neizravnih učinaka negativnih emocija.Metodološki pristup -Podaci su prikupljeni putem online, strukturiranog anketnog upitnika od 344 korisnika (pretplatnika) usluge mobilnog novca koji su u posljednjih šest mjeseci doživjeli neuspjehe u transakcijama.

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Section: Service Failurementioning

confidence: 99%

The Link Between Causal Attribution and Recovery Satisfaction in Mobile Money Transaction Failures: The Mediating Role of Negative Emotions

Malombe

Choudhury

2020

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“…At present, passengers of Polish Airlines are participants of the Miles and More loyalty program run together with Lufthansa (Hwang et al, 2020). It is the largest program in the world with 7 million participants.…”

Section: The Frequent Flyer System As a Process Supporting Pricing Pomentioning

confidence: 99%

Determinants of Price Formation for Air Transport Services

Hawlena¹,

Mazurek-Kusiak²

2020

ERSJ

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Purpose: The purpose of this paper is to present the impact of the most important price formation determinants on the development of air transport. Design/Methodology/Approach: Research on the factors determining the price strategy of carriers is based on available literature, documents developed by IATA and the Civil Aviation Authority, materials of companies constructing Airbus and Boeing aircraft as well as on own empirical research. Findings: The empirical research carried out indicates the crucial importance of quality and price in creating the unique services and added value. The pursuit of strategic policy consists in defining the company's directional goals and areas of its operation, as well as determining the principles of efficiency of allocation and use of assets. It is also necessary to develop the market rules for the price-making process in the management system and specify ways of behaving in crisis situations. Practical implications: The key factor determining the competitive advantage of service providers are modern methods of price formation and improving the quality of services. Data can be compared with other countries. Originality/Value: Since the choice of strategy appropriate for a given enterprise depends on its material situation, assets, management and relations with the environment, in which it operates, in particular the position it occupies on the market, the present study gives an insight in the determination of price formation in a unique way able to be adopted by the air transport industry taking into consideration all aspects mentioned above.

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“…The analysis and evaluation of the services of selected modes of transport shows the existence of both a specific package of similar activities in terms of the effectiveness and efficiency of competition, and a certain scope of autonomy resulting from the specific nature of these activities. In each of the discussed types of transport, providers try to attract a larger number of consumers through a flexible pricing policy, commissions and discounts, increasing accessibility, improving quality, strengthening loyalty ties and continuous improvement of the marketing model (Hwang, 2020).…”

Section: Building a Customer Acquisition Strategymentioning

confidence: 99%

Effectiveness of Intersectoral Competition in Shaping the Transport Market

Hawlena¹

2020

ERSJ

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What recovery options to offer for loyalty reward program members: Dollars vs. Miles?

Cited by 25 publications

References 51 publications

The Link Between Causal Attribution and Recovery Satisfaction in Mobile Money Transaction Failures: The Mediating Role of Negative Emotions

The Link Between Causal Attribution and Recovery Satisfaction in Mobile Money Transaction Failures: The Mediating Role of Negative Emotions

Determinants of Price Formation for Air Transport Services

Effectiveness of Intersectoral Competition in Shaping the Transport Market

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