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| Tekijä: | Dickinger, A. Bauernfeind, U. |
| Otsikko: | An analysis of corporate e-mail communication as part of airlines' service recovery strategy |
| Lehti: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 156-168 |
| Asiasana: | communication service management complaints airlines |
| Kieli: | eng |
| Tiivistelmä: | The article presents a study conducted about airline companies' style of handling service recovery with e-mail. Online communication ought to be familiar to this industry as the use of Internet has increased considerably in airline business. To test empirically the responsiveness and quality of the e-mail replies, a mystery study approach is employed. According to the results, airline companies tend to reply to complaints in an inexpedient manner and less often than inquiries. However, complaints are also answered more empathetically and politely than inquiries. |
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