Customer attributions and behavioural responses to service failures in strategic airline alliance settings
Author(s)
Weber, Karin
Sparks, Beverley
Griffith University Author(s)
Year published
2004
Metadata
Show full item recordAbstract
The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first ...
View more >The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first via a negative evaluation and consequently, by customer dissatisfaction, negative word-of-mouth and ultimately, reduced loyalty.
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View more >The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first via a negative evaluation and consequently, by customer dissatisfaction, negative word-of-mouth and ultimately, reduced loyalty.
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Journal Title
Journal of air transport managment
Volume
10
Subject
Urban and regional planning
Transportation, logistics and supply chains