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| Author: | Weber, K. Sparks, B. |
| Title: | Service failure and recovery in a strategic airline alliance context: interplay of locus of service failure and social identity |
| Journal: | Journal of Travel & Tourism Marketing
2010 : SEP, VOL 27:6, p. 547-564 |
| Index terms: | service quality alliances airlines causality Australia |
| Language: | eng |
| Abstract: | The number of alliances and business networks has been increasing in resent years, however, the research has still been focusing mostly on the firm-customer dyad. This article aims to fill the gap in research and study the effects of service failures in the context of strategic airline alliances. Using a scenario study approach, the authors examine three alliance entities (consumer home carrier, alliance partner airline and alliance). It is found that when the service failure is caused by the familiar home carrier, customers reactions are less extreme. In turn, when the less-known alliance partner airline causes the failure, customers tend to react strongly. |
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