The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Using online customer reviews for airline services, this study examines the impacts of various attributes of airline service failures and subsequent recovery actions on customer consumption emotions, satisfaction, and recommendation likelihood through text mining, sentiment analysis, and path analys...

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Bibliographic Details
Published in:Journal of travel research 2019-07, Vol.58 (6), p.1034-1051
Main Authors: Xu, Xun, Liu, Wenhui, Gursoy, Dogan
Format: Article
Language:English
Subjects:
Air travel
Airlines
Consumer attitudes
Customer services
Emotions
Quality of service
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