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Issue 5(1), October 2010 -- Paper Abstracts

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Cooper (p. 23-32)

Kunz-Osborne (p. 33-41)

Coulmas-Law (p.42-46)

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Albert-Valette-Florence (p.57-63)

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JOURNAL OF MANAGEMENT POLICY AND PRACTICE

The Effect of Service Failure and Recovery on Airline-Passenger Relationships:

A Comparison Between South African and United States Airline Passengers

Author(s): T. F. J. Steyn, P. G. Mostert, C. F. De Meyer, L. R. J. van Rensburg

Citation: T. F. J. Steyn, P. G. Mostert, C. F. De Meyer, L. R. J. van Rensburg, (2011) "The Effect of Service Failure and Recovery on Airline-Passenger Relationships: A Comparison Between South African and United States Airline Passengers" Journal of Management Policy and Practice, Vol. 12, Iss. 5, pp. 105 - 115

Article Type: Research paper

Publisher: North American Business Press

Abstract:

South African airline passengers’ relationship length with airlines as well as their satisfaction with

airlines’ service recovery efforts was used to determine the effect of a service failure on their relationship

with airlines as well as their willingness to recommend airlines to others following a service failure. The

results are compared with the findings from a similar study among United States airline passengers. The

comparison reveals while relationship length influence the effect of service failures on U.S. passengers’

relationship with and their willingness to recommend an airline, South African passengers are more

influenced by their satisfaction with airlines’ service recovery efforts.