A Study on the Service Failure Recovery Involving Airline Cabin Service : Focusing on K-Airline Customer Case

This paper investigates the relative effect of anticipatory justice on organizational legitimacy and consumer trust that further leads to consumer citizenship behavior following service failure recovery in Taiwan. Further, the moderating role of sustainable corporate social responsibility (CSR) practices is explored. A causal relationship and survey design with a valid sample of 269 respondents was applied. Findings indicated that organizational legitimacy and consumer trust can be restored through anticipatory justice, in particular interpersonal justice and then further mediated consumer citizenship behavior. As a moderator, a high level of sustainable CSR practices had a significantly stronger effect on anticipatory justice and organizational legitimacy than the low level one but only had an effect on interpersonal justice and consumer trust after service recovery. Practical implications are provided for service providers. The value of this research proposes an integrated model with organizational legitimacy and sustainable CSR practice that has not yet been tested in the model of service recovery. In addition, sustainable CSR practice is proposed as a moderator (high and low) that is compared in the level of strength of the relationships. This moderation effect has not been found previously in the process of service recovery.

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Synthesizing Negative Critical Incidents: Integration of Service Failure–Recovery and Brand Transgression Streams: An Abstract

Marketing Opportunities and Challenges in a Changing Global Marketplace - Developments in Marketing Science: Proceedings of the Academy of Marketing Science ◽

10.1007/978-3-030-39165-2_132 ◽

2020 ◽

pp. 327-328

Author(s):

Mansur Khamitov ◽

Yany Grégoire ◽

Anshu Suri

Keyword(s):

Critical Incidents ◽

Service Failure ◽

Failure Recovery ◽

Brand Transgression

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Service Failure Recovery

A Hotel Manager's Handbook ◽

10.1201/b19848-16 ◽

2016 ◽

pp. 181-196

Keyword(s):

Service Failure ◽

Failure Recovery

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Beyond a Single Firm and Internal Focus Service Failure/Recovery: Multiple Providers and External Service Recoveries

Journal of Travel Research ◽

10.1177/0047287520974443 ◽

2020 ◽

pp. 004728752097444

Author(s):

Karin Weber ◽

Cathy H. C. Hsu

Keyword(s):

Service Providers ◽

Service Failure ◽

Service Recovery ◽

Failure Recovery ◽

Future Research ◽

Consumer Evaluations ◽

Service Failures ◽

Behavior Study ◽

The One ◽

And Behavior

Moving beyond the traditional focus on single service providers and internal service recoveries, this article extends service failure/recovery research by examining the effect on consumer evaluations and behavior of (1) a series of service failures that involve multiple entities in the creation of customer experiences; (2) an external service recovery, that is, a recovery implemented by a firm other than the one that caused the service failure; and (3) a joint service provider recovery, in contrast to the prevalent focus on a single firm service recovery. Employing two experiments, findings confirmed that a firm unaffiliated with the firm that caused the service failure benefits more from an external service recovery than an affiliated firm. Surprisingly, external recoveries by affiliated entities themselves, and compared to the internal recovery by the entity that caused the failure, did not significantly impact consumer evaluations and behavior. Study implications and future research directions are discussed.

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