Customer attributions and behavioural responses to service failures in strategic airline alliance settings

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Title Customer attributions and behavioural responses to service failures in strategic airline alliance settings
Author Weber, Karin; Sparks, Beverley
Journal Name Journal of air transport managment
Editor K. Button and S. Morrison
Year Published 2004
Place of publication United Kingdom
Publisher Elsevier/Pergamon
Abstract The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first via a negative evaluation and consequently, by customer dissatisfaction, negative word-of-mouth and ultimately, reduced loyalty.
Peer Reviewed Yes
Published Yes
Publisher URI http://www.elsevier.com/wps/find/journaldescription.cws_home/30438/description#description
Copyright Statement Copyright 2004 Elsevier : Reproduced in accordance with the copyright policy of the publisher : This journal is available online - use hypertext links.
Volume 10
Edition 2004
Page from 361
Page to 367
ISSN 0969-6997
Date Accessioned 2005-03-16
Date Available 2007-03-18T21:42:08Z
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Tourism Marketing
URI http://hdl.handle.net/10072/5365
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1

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