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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
문지효 (고려대)
저널정보
한국유통경영학회 유통경영학회지 유통경영학회지 제23권 제6호
발행연도
2020.12
수록면
49 - 63 (15page)

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초록· 키워드

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Purpose: There are many problems in service quality management for the airline service industry due to their irresistible nature. In the case of airline service, the main cause of service failure is flight cancellation. Cancellation of flights is often caused by natural disasters. Nonetheless, customers expect service recovery from airlines. This study was conducted to investigate how airline companies should respond to service failures in the event of a irresistible airline service failure. Research design, data, and methodology: This study conducted an online survey to customers (900) who have experienced flight cancellation or delay in specific situation like closure of runway, etc. caused by natural disaster. In the first screening process, those who have experienced such failures were about 30% among all respondents. Among 900 respondents who answered that they had experienced such airline failure, 211 answered that those failures were irresistible and airlines could not control the situations. Results: This study conducted an online survey to customers who have experienced flight cancellation or delay in specific situation like closure of runway, etc. caused by natural disaster. In the first screening process, those who have experienced such failures were about 30% among all respondents. Among 900 respondents who answered that they had experienced such airline failure, 211 answered that those failures were irresistible and airlines could not control the situations. First of all, among the kinds of perceived justice, distributional justice and procedural justice were found to have positive effects on recovery satisfaction. Plus, recovery satisfaction was found to have positive effect on customer Citizenship behavior and long-term orientation. Conclusions: The results of the study suggest that service recovery justice impacts on recovery satisfaction significantly. Also the higher the service recovery justice, the higher recovery satisfaction, then it increases customers' forgiveness, Customer Citizenship Behavior, and long-term orientation.
#Authenticity #Customer Forgiveness #Service Failure #Service Recovery

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참고문헌 (34)

참고문헌 신청
Adams, J. S. / 1963 / Toward an Understanding of Inequity / Journal of Abnormal and Social Psychology 67(5):422~436 google schola Bitner, M. J. / 1990 / The Service Encounter : Diagnosing Favorable Incidents / Journal of Marketing 54(1):71~84 google schola Brady, M. K. / 2001 / Some New Thoughts on Conceptualizing Perceived Service Quality / Journal of Marketing 65(3):34~49 google schola Choi, S. / 2007 / Perceived controllability and service expectations : Influences on customer reactions following service failure / Journal of Business Research 61(1):24~30 google schola Collier, D. A. / 1995 / Modeling the Relationships Between Process Quality Errors and Overall Service Process Performance / International Journal of Service Industry Management 6(4):4~19 google schola

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