Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on Service-Recovery Framework Affecting Process in Airline Service

항공서비스 업무특성을 고려한 서비스회복 프로세스에 관한 연구

  • Suh, Chang-Jeok (Division of Business Administration, Sogang University) ;
  • Kang, Mi-Ra (Graduate School of Business Administration, Sogang University)
  • 서창적 (서강대학교 경영대학 경영학부) ;
  • 강미라 (서강대학교 대학원 경영학과)
  • Published : 2008.06.30
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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

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