Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.14365/2385
Title: Customer Service Failure Evaluations in Diverse Airlines Business Models
Authors: Dobrucali, Birce
Oflac, Bengu
Keywords: Low cost carriers (LCC)
Flagship airlines
Service failure
Attribution theory
Structural Equation Modeling (SEM)
Low-Cost Airlines
Word-Of-Mouth
Full-Service
Consumer Perceptions
Impact
Satisfaction
Quality
Recovery
Behavior
Carriers
Publisher: Ege Univ, Fac Economics & Admin Sciences
Abstract: Even though it is impossible to eliminate all failures in a service encounter, due to their negative outcomes, airlines' strive at minimizing failures as much as possible. Customers may act differently after failures, but the important point for airlines is to understand the underlying psychological mechanisms for prevention. In this regard, this study reveals the dynamics by which expectancies of passengers affect stability attribution, word of mouth (WOM) and repurchase intentions after exposing service failures in diverse airlines business models. Structural equation modeling is used to compare models in two airlines business contexts: low cost carriers (LCCs) and flagship airlines. Findings demonstrate that for LCC, passengers' expectations positively affect stability attributions. Additionally, stability attribution following flagship airlines service failure is found to have a negative effect on repurchase intentions. Finally, findings indicate that following both LCC and flagship service failures, stability attribution decreases WOM intention of passengers.
URI: https://doi.org/10.21121/eab.527219
https://search.trdizin.gov.tr/yayin/detay/388292
https://hdl.handle.net/20.500.14365/2385
ISSN: 1303-099X
Appears in Collections:TR Dizin İndeksli Yayınlar Koleksiyonu / TR Dizin Indexed Publications Collection
WoS İndeksli Yayınlar Koleksiyonu / WoS Indexed Publications Collection

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