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Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures. This study aims to investigate the effect of customer participation and service failure on customer recovery s...
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
The Author(s). Published by Elsevier Ltd.
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8669095/ https://www.ncbi.nlm.nih.gov/pubmed/34927053 http://dx.doi.org/10.1016/j.trip.2021.100487 |
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author | Istijanto |
author_facet | Istijanto |
author_sort | Istijanto |
collection | PubMed |
description | The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures. This study aims to investigate the effect of customer participation and service failure on customer recovery satisfaction in the airline industry. The research employed a scenario-based experiment with 180 respondents as the samples. Convenience sampling was adopted. The responses of customer recovery satisfaction were measured on a 7-point Likert scale. Exploratory factor analysis was then used to validate the measurement and a general linear model was carried out to examine the impacts of customer participation and service failure on customer recovery satisfaction. The results showed that when the failure was due to the COVID-19, the highest customer satisfaction occurred when customers jointly participated in service recovery. This study also revealed that increasing customer participation during the service failure due to pilots on strike resulted in decreased customer recovery satisfaction. The current study contributes to the existing literature related to customer participation in service recovery. This research also provides a practical contribution for service managers when designing the level of customer participation in service recovery. |
format | Online Article Text |
id | pubmed-8669095 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | The Author(s). Published by Elsevier Ltd. |
record_format | MEDLINE/PubMed |
spelling | pubmed-86690952021-12-14 Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study Istijanto Transp Res Interdiscip Perspect Article The COVID-19 pandemic has impacted nearly every country in the world and affected numerous industries. Many businesses stopped or restricted their operations, resulting in service failures. This study aims to investigate the effect of customer participation and service failure on customer recovery satisfaction in the airline industry. The research employed a scenario-based experiment with 180 respondents as the samples. Convenience sampling was adopted. The responses of customer recovery satisfaction were measured on a 7-point Likert scale. Exploratory factor analysis was then used to validate the measurement and a general linear model was carried out to examine the impacts of customer participation and service failure on customer recovery satisfaction. The results showed that when the failure was due to the COVID-19, the highest customer satisfaction occurred when customers jointly participated in service recovery. This study also revealed that increasing customer participation during the service failure due to pilots on strike resulted in decreased customer recovery satisfaction. The current study contributes to the existing literature related to customer participation in service recovery. This research also provides a practical contribution for service managers when designing the level of customer participation in service recovery. The Author(s). Published by Elsevier Ltd. 2021-12 2021-10-26 /pmc/articles/PMC8669095/ /pubmed/34927053 http://dx.doi.org/10.1016/j.trip.2021.100487 Text en © 2021 The Author(s) Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active. |
spellingShingle | Article Istijanto Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title | Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title_full | Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title_fullStr | Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title_full_unstemmed | Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title_short | Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study |
title_sort | impacts of the covid-19 pandemic on airline passengers’ recovery satisfaction: an experimental study |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8669095/ https://www.ncbi.nlm.nih.gov/pubmed/34927053 http://dx.doi.org/10.1016/j.trip.2021.100487 |
work_keys_str_mv | AT istijanto impactsofthecovid19pandemiconairlinepassengersrecoverysatisfactionanexperimentalstudy |