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A Study on Service-Recovery Framework Affecting Process in Airline Service  

Suh, Chang-Jeok (Division of Business Administration, Sogang University)
Kang, Mi-Ra (Graduate School of Business Administration, Sogang University)
Publication Information
Journal of Korean Society for Quality Management / v.36, no.2, 2008 , pp. 85-95 More about this Journal
Abstract
This research addresses examining the service recovery process in Airline service. A service recovery framework is suggested and tested empirically. The framework includes several factors such as service recovery expectations, service recovery achievements, recovery performance, post-recovery satisfaction, and post-recovery behavioral intents. The relationships among these factors are hypothesized and proved empirically. Consequently the results suggest that recovery expectation impacts on recovery performance significantly. Also the higher the recovery performance, the higher post-recovery satisfaction, then it increases customers' purchase intent and words of mouth. Finally, this paper suggests the need for new service recovery strategies.
Keywords
Service recovery; Recovery expectations; Recovery achievements; Recovery performance; Airline Service;
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