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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Autor principal:	Istijanto
Formato:	article
Lenguaje:	EN
Publicado:	Elsevier 2021
Materias:	Customer participation Service failure Recovery Satisfaction COVID-19 Transportation and communications HE1-9990
Acceso en línea:	https://doaj.org/article/ac32d5bd22694f90ab4c182506e62351
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id	oai:doaj.org-article:ac32d5bd22694f90ab4c182506e62351
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spelling	oai:doaj.org-article:ac32d5bd22694f90ab4c182506e623512021-11-04T04:39:23ZImpacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study2590-198210.1016/j.trip.2021.100487https://doaj.org/article/ac32d5bd22694f90ab4c182506e623512021-12-01T00:00:00Zhttp://www.sciencedirect.com/science/article/pii/S2590198221001925https://doaj.org/toc/2590-1982The 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. IstijantoElsevierarticleCustomer participationService failureRecoverySatisfactionCOVID-19Transportation and communicationsHE1-9990ENTransportation Research Interdisciplinary Perspectives, Vol 12, Iss , Pp 100487- (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Customer participation Service failure Recovery Satisfaction COVID-19 Transportation and communications HE1-9990
spellingShingle	Customer participation Service failure Recovery Satisfaction COVID-19 Transportation and communications HE1-9990 Istijanto Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study
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	article
author	Istijanto
author_facet	Istijanto
author_sort	Istijanto
title	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_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_sort	impacts of the covid-19 pandemic on airline passengers’ recovery satisfaction: an experimental study
publisher	Elsevier
publishDate	2021
url	https://doaj.org/article/ac32d5bd22694f90ab4c182506e62351
work_keys_str_mv	AT istijanto impactsofthecovid19pandemiconairlinepassengersrecoverysatisfactionanexperimentalstudy
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Impacts of the COVID-19 pandemic on airline passengers’ recovery satisfaction: An experimental study

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