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| Author: | Coulter, K. S. |
| Title: | Enough is enough! Or is it? Factors that impact switching intentions in extended travel service transactions |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 144-155 |
| Index terms: | service management airlines travel |
| Language: | eng |
| Abstract: | The purpose of the paper is to study the relationships between the length of core service delay, time of core service failure, and satisfaction with service recovery. Customers of a commercial airline travel website are examined, and the findings reveal that satisfactory recovery efforts are not likely to reduce customers' switching intentions if the length of service delay is long, or happens late in the service transaction. It was also found that compensation and apology have stronger impact on customer post-recovery satisfaction than organizational initiation or the speed of response. |
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