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| Author: | Wang, C. Mattila, A. S. Bartlett, A. |
| Title: | An examination of explanation typology on perceived informational fairness in the context of air travel |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:8, p. 795-805 |
| Index terms: | service management tourism airlines USA |
| Language: | eng |
| Abstract: | In service failure situations, offering an explanation is usually a very crucial recovery effort. Despite this fact, explanations as a service recovery tool has not been much studied. In the context of air travel, this article examines how different types of failure explanations influence customer perceptions of information fairness. The data for the study are collected from university students in USA. The findings reveal that both the severity of the failure and the type of explanation affect differently the perceived level of information fairness, which in turn has an impact on customer satisfaction. |
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