Service failure handling and resilience amongst airlines in Nigeria

References

• Abd Rashid, M., Ahmadb, S. F., & Othman, A. (2014). Does service recovery affect customer satisfaction? A study on co-created retail industry. Procedia - Social and Behavioral Sciences, 130, 455–22. https://doi.org/https://doi.org/10.1016/j.sbspro.2014.04.053
   Google Scholar
• Anderson, J., & Gerbing, D. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/https://doi.org/10.1037/0033-2909.103.3.411
   Google Scholar
• Ashill, N., Carruthers, J., & Krisjanous, J. (2005). Antecedents and outcomes of service recovery performance in a public healthcare environment. Journal of Services Marketing, 19(5), 293–308. https://doi.org/https://doi.org/10.1108/08876040510609916
   Google Scholar
• Awa, H., Ojiabo, U., & Ogwo, E. (2016, April). Correlates of justice encounter in service recovery and word-of-mouth publicity. Cogent Business & Management, 3(1), 1179613. https://doi.org/https://doi.org/10.1080/23311975.2016.1179
   Google Scholar
• Bagozzi, R. (1984). Expectancy value attitude models: An analysis of critical measurement issues. International Journal of Research in Marketing, 1(4), 43–60. https://doi.org/https://doi.org/10.1016/0167-8116(84)90017-X
   Google Scholar
• Balaji, M., Roy, S., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960–982. https://doi.org/https://doi.org/10.1108/EJM-03-2015-0169
   Google Scholar
• Bamford, D., & Xystouri, T. (2005). A case of service failure and recovery within an international airline. Managing Service Quality, 15(3), 206–322. https://doi.org/https://doi.org/10.1108/09604520510597845
   Google Scholar
• Barlow, L., & Moller, C. (1996). A complaint is a gift: Using customer feedback as a strategic too. Berrett-Koehler.
   Google Scholar
• Battaglia, D., Borchardt, M., Sellitto, M., & Pereira, G. (2012). Service recovery: A method for assessing performance. Business Process Management Journal, 18(6), 5–15. https://doi.org/https://doi.org/10.1108/14637151211283366
   Google Scholar
• Bhandari, M., Tsarenko, Y., & Polonsky, M. (2007). A proposed multidimensional approach to evaluating service recovery. Journal of Services Marketing, 21(3), 174–185. https://doi.org/https://doi.org/10.1108/08876040710746534
   Google Scholar
• Bingham, R. (1976). The adoption of innovation by local government. Lexington Books.
   Google Scholar
• Blodgett, J., Hill, D., & Tax, S. (1997). The effects of distributive justice, procedural and interactional justice on post-complaint behavior. Journal of Retailing, 73(2), 185–210. https://doi.org/https://doi.org/10.1016/S0022-4359(97)90003-8
   Google Scholar
• Business Week. (1984). Making service a potential marketing tool, 2846(June 11), 164–170.
   Google Scholar
• Byrne, B. (2010). Structural equation modeling with AMOS: Basic concepts, applications and programming (6th ed.). Taylor & Francis Group.
   Google Scholar
• Cai, R., & Qu, H. (2018). Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts. Journal of Hospitality Marketing &management, 27(3), 323–345. https://doi.org/https://doi.org/10.1080/19368623.2018.1385434
   Google Scholar
• Cantor, V., & Li, R. (2018). Matching service failures and recovery options toward satisfaction. The Service Industries Journal, 39, 901-924. https://doi.org/https://doi.org/10.1080/02642069.2018.1450868
   Google Scholar
• Casado, A., Nicolau, J., & Mas, F. (2011). The harmful consequences of failed recoveries in the banking industry. International Journal of Bank Marketing, 29(1), 32–49. https://doi.org/https://doi.org/10.1108/02652321111101365
   Google Scholar
• Chan, D. (2000). The story of Singapore airlines and the Singapore girl. Journal of Management Development, 19(6), 456–472. https://doi.org/https://doi.org/10.1108/02621710010372873
   Google Scholar
• Chang, Y., & Chang, Y. (2010). Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of Air Transport Management, 16(6), 340–342. https://doi.org/https://doi.org/10.1016/j.jairtraman.2010.05.001
   Google Scholar
• Chebat, J., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664–673. https://doi.org/https://doi.org/10.1016/j.jbusres.2003.09.005
   Google Scholar
• Chelminski, P., & Coulter, R. (2011). An examination of consumer advocacy and complaining behaviour in the context of service failure. Journal of Services Marketing, 25(5), 361–370. https://doi.org/https://doi.org/10.1108/08876041111149711
   Google Scholar
• Chung-Herrera, B., Gonzalez, G., & Hoffman, K. (2010). When demographic differences exist: An analysis of service failure and recovery among diverse participants. Journal of Services Marketing, 24(2), 128–141. https://doi.org/https://doi.org/10.1108/08876041011031109
   Google Scholar
• Conboy, K. (2009, September). Agility from first principles: Reconstructing the concept of agility in information systems development. Information Systems Research, 20(3), 329–354. https://doi.org/https://doi.org/10.1287/isre.1090.0236
   Google Scholar
• Cooper, R. (2017). We’ve come a long way baby. Journal of Product Innovation Management, 34(3), 387–391. https://doi.org/https://doi.org/10.1111/jpim.12372
   Google Scholar
• Daramola, A. (2014). An investigation of air accidents in Nigeria using the Human Factors Analysis and Classification System (HFACS) framework. Journal of Air Transport Management, 35, 39–50. https://doi.org/https://doi.org/10.1016/j.jairtraman.2013.11.004
   Google Scholar
• Davidow, M. (2003, February). Organizational responses to customer complaints: What works and what doesn’t. Journal of Service Research, 5(3), 225–250. https://doi.org/https://doi.org/10.1177/1094670502238917
   Google Scholar
• De Matos, C., Henrique, J., & De Rosa, F. (2013). Customer reactions to service failure and recovery in the banking industry: The influence of switching costs. Journal of Services Marketing, 27(7), 526–538. https://doi.org/https://doi.org/10.1108/JSM-01-2012-0019
   Google Scholar
• del Río-Lanza, A., Vázquez-Casielles, R. & Díaz-Martín, A. (2009). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775–781.
   Google Scholar
• Del-Río-Lanza, A., Vázquez-Casielles, R., & Díaz-Martín, A. (2013). Satisfaction with service recovery: Perceived justice and emotional responses. Journal of Business Research, 62(8), 775–781. https://doi.org/https://doi.org/10.1016/j.jbusres.2008.09.015
   Google Scholar
• Diaz, M., Gomez, M., Martin-Consuegra, D., & Molina, A. (2017). The effects of perceived satisfaction with service recovery efforts: A study in a hotel setting. Marketing & Trade, 4(xx), 203–217. DOI: https://doi.org/10.15240/tul/001/2017-4-014
   Google Scholar
• Edmondson, A. (2011, April). Strategies for learning from failure. Harvard Business Review, 89(4), 48–55.
   Google Scholar
• FAAN. (2017). FAAN Recruitment: List of successful candidates. www.faan.gov.ng
   Google Scholar
• Folger, R., & Konovsky, M. (1989). Effects on procedural and distributive justice on reactions to pay raise decisions. Academy of Management Journal, 32(1), 115–130. https://doi.org/https://doi.org/10.2307/256422
   Google Scholar
• Fornell, C., & Larcker, D. (1981). Evaluating structural equations models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/https://doi.org/10.1177/002224378101800104
   Google Scholar
• Gruber, T., & Frugone, F. (2011). Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters. Journal of Service Management, 22(4), 491–521. https://doi.org/https://doi.org/10.1108/09564231111155097
   Google Scholar
• Ha, J., & Jang, S. (2009). Perceived justice in service recovery and behavioural intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319–327. https://doi.org/https://doi.org/10.1016/j.ijhm.2008.12.001
   Google Scholar
• Hair, J., Ringle, C., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory & Practice, 19(2), 139–152. https://doi.org/https://doi.org/10.2753/MTP1069-6679190202
   Google Scholar
• Hamel, G., & Valikangas, L. (2003, September 81). The quest for resilience. Harvard Business Review, 81(9), 52–63.
   Google Scholar
• Harman, H. (1976). Modern factor analysis (3rd ed.). University of Chicago Press.
   Google Scholar
• Hart, S., Sturmey, P., Logan, C. & McMurran, M. (2011). Forensic Case Formulation. International Journal of Forensic Mental Health, 10(2) April, 118–126
   Google Scholar
• Hess, R. (2008). The impact of firm reputation and failure severity on customer responses to service failures. Journal of Services Marketing, 22(5), 385–398. https://doi.org/https://doi.org/10.1108/08876040810889157
   Google Scholar
• Hua, Y. (2012). Customer satisfaction antecedents within service recovery context evidences from “Big 4” banks in China. Nankai Business Review International, 3(3), 284–301. https://doi.org/https://doi.org/10.1108/20408741211264585
   Google Scholar
• IATA. (2016). Annual Review. IATA. www.IATA.org/2016-review
   Google Scholar
• Istanbulluoglu, D., Leek, S., & Szmigin, I. (2017). Beyond exit and voice: Developing an Integrated taxonomy of consumer complaining behavior. European Journal of Marketing, 51(5/6), 1109–1128. https://doi.org/https://doi.org/10.1108/EJM-04-2016-0204
   Google Scholar
• Kansal, P., & Singh, S. (2013). Investment Behaviour of Indian Investors: Gender Biasness. Proceedings of Seventh National Conference on Indian Capital Market: Emerging Issues, IBS Gurgaon, India, February 11–12
   Google Scholar
• Kantur, D. (2015, September). Measuring organizational resilience: A scale development. Journal of Business Economics & Finance, 4(3), 456. DOI: https://doi.org/10.17261/Pressacademia.2015313066
   Google Scholar
• Karatepe, O. (2006). Customer complaints and organizational responses: The effects of complainants’ perceptions of justice on satisfaction and loyalty. International Journal of Hospitality Management, 25(1), 69–90. https://doi.org/https://doi.org/10.1016/j.ijhm.2004.12.008
   Google Scholar
• Kau, A., & Loh, E. (2006). The effects of service recovery on consumer satisfaction: A comparison between complainants and non-complainants. Journal of Services Marketing, 20(2), 101–111. https://doi.org/https://doi.org/10.1108/08876040610657039
   Google Scholar
• Kim, D., Ferrin, D. & Rao, H. (2009). Trust and satisfaction, the two wheels for successful e-commerce transactions: A longitudinal exploration. Information Systems Research, 20(2), 237–257
   Google Scholar
• Kim, J., & Jang, S. (2016). Factors affecting memorability of service failures: A longitudinal analysis. International Journal of Contemporary Hospitality Management, 28(8), 1676–1701. https://doi.org/https://doi.org/10.1108/IJCHM-10-2014-0516
   Google Scholar
• Kline, R. (2011). Principles and practice of structural equation modeling. The Guilford Press.
   Google Scholar
• Laukkanen, T., Sinkkonen, S., & Laukkanen, P. (2009). Communication strategies to overcome functional and psychological resistance to internet banking. International Journal of Information Management, 29(2), 111–118. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2008.05.008
   Google Scholar
• Lee, E., & Park, J. (2010). Service failures in online double deviation scenarios: Justice theory approach. Managing Service Quality, 20(1), 46–69. https://doi.org/https://doi.org/10.1108/09604521011011621
   Google Scholar
• Lee, R., & Lee, K. (2013). The longitudinal effects of a two-dimensional consumer animosity. Journal of Consumer Marketing, 30(3), 273–282. https://doi.org/https://doi.org/10.1108/07363761311328946
   Google Scholar
• Levesque, T., & McDougall, G. (2000). Service problems and recovery strategies: An experiment. Canadian Journal of Administrative Sciences, 17(1), 20–37. https://doi.org/https://doi.org/10.1111/j.1936-4490.2000.tb00204.x
   Google Scholar
• Lewis, B., & McCann, P. (2004). Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16(1), 6–17. https://doi.org/https://doi.org/10.1108/09596110410516516
   Google Scholar
• Lewis, B., & Spyrakopoulos, S. (2001). Service failures and recovery in retail banking: The customers’ perspective. International Journal of Bank Marketing, 19(1), 37–47. https://doi.org/https://doi.org/10.1108/02652320110366481
   Google Scholar
• Liu, S., & Matilla, A. (2015). “I Want to Help” versus “I Am Just Mad”: How affective commitment influences customer feedback decisions. Cornell Hospitality Quarterly, 56(2), 213–222. https://doi.org/https://doi.org/10.1177/1938965515570939
   Google Scholar
• Mauss, M. (1990). The gift (1950), Routledge (Reprint), London.
   Google Scholar
• Maxham J. (2001). Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentionsJournal of Business Research, 54(1), 11–24.
   Google Scholar
• Maxham, J., & Netemeyer, R. (2002). Modelling customer perceptions of complaint handling overtime: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252. https://doi.org/https://doi.org/10.1016/S0022-4359(02)00100-8
   Google Scholar
• McColl-Kennedy, J., & Spark, B. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251266. https://doi.org/https://doi.org/10.1177/1094670502238918
   Google Scholar
• McCollough, M., Berry, L., & Yadav, M. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Services Research, 3(2), 121–137. https://doi.org/https://doi.org/10.1177/109467050032002
   Google Scholar
• McDougall, G., & Levesque, T. (1999). Waiting for service: The effectiveness of recovery strategies. International Journal of Contemporary Hospitality Management, 11(1), 6–15. https://doi.org/https://doi.org/10.1108/09596119910250346
   Google Scholar
• Michel, S., Bowen, D., & Johnston, R. (2009). Why service recovery fails: Tensions among customer, employee, and process perspectives. Journal of Service Management, 20(3), 253–273. https://doi.org/https://doi.org/10.1108/09564230910964381
   Google Scholar
• Mostafa, R., Lages, C., & Saaksjarvi, M. (2014). The CURE scale: A multidimensional measure of service recovery strategy. Journal of Services Marketing, 28(4), 300–310. https://doi.org/https://doi.org/10.1108/JSM-09-2012-0166
   Google Scholar
• Nunnally, J. (1978). Psychometric theory (2nd ed.) New York: McGraw-Hill.
   Google Scholar
• Olsson, P., Folke, C., & Hahn, T. (2004). Social-ecological transformation for ecosystem management: The development of adaptive co-management of a wetland landscape in southern Sweden. Ecology & Society, 9(4), 2. https://doi.org/https://doi.org/10.5751/ES-00683-090402
   Google Scholar
• Osarenkhoe, A., & Komunda, M. (2012). Remedy or cure for service failure?: Effects of service recovery on customer satisfaction and loyalty. Business Process Management Journal, 18(1), 82–103. https://doi.org/https://doi.org/10.1108/14637151211215028
   Google Scholar
• Othman, Z., Zahari, M., & Radzi, S. (2014). Customer behavioural intention: Influence of service delivery failures and service recovery in Malay restaurants. Social and Behavioural Sciences, 105(1), 115–121. DOI: https://doi.org/10.1016/j.sbspro.2013.11.013
   Google Scholar
• Oxford, R., & Burry-Stock, J. (1995). Assessing the use of language learning strategies worldwide with ESL/EFL version of SILL system. 23, 1–23.
   Google Scholar
• Park, G., Kim, K., & O’Neill, M. (2014). Complaint behaviour intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255–271. https://doi.org/https://doi.org/10.1108/IJCTHR-12-2013-0084
   Google Scholar
• Petnji, L., Marimon, F., & Casadesus, M. (2013). Can ISO 9001 improve service recovery? Industrial Management & Data Systems, 113(8), 1206–1221. https://doi.org/https://doi.org/10.1108/IMDS-03-2013-0150
   Google Scholar
• Podsakoff, P., MacKenzie, S., Lee, J., & Podsakoff, N. (2003). Common method biases in behavioural research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/https://doi.org/10.1037/0021-9010.88.5.879
   Google Scholar
• Rhoades, D., & Waguespack, B. (2008). Twenty years of service quality performance in the US airline industry. Managing Service Quality, 18(1), 20–34. https://doi.org/https://doi.org/10.1108/09604520810842821
   Google Scholar
• Sanchez, M., & Roldan, J. (2005). Web acceptance and usage model: A comparison between goal-directed and experiential web users. Internet Research, 15(1), 21–48. https://doi.org/https://doi.org/10.1108/10662240510577059
   Google Scholar
• Schiffman, L., & Kanuk, L. (2009). Consumer behavior (9th ed.). Pearson Prentice Hall.
   Google Scholar
• Seawright, K., DeTienne, K., Bernhisel, M., & Larson, C. (2008). An empirical examination of Service recovery design. Marketing Intelligence and Planning, 26(3), 253–274. https://doi.org/https://doi.org/10.1108/02634500810871320
   Google Scholar
• Sengupta, A., Balaji, M., & Krishman, B. (2015). How customers cope with service failure? A study of brand reputation and customer satisfaction. Journal of Business Research, 68(3), 665–674. https://doi.org/https://doi.org/10.1016/j.jbusres.2014.08.005
   Google Scholar
• Sharifi, S., Palmeira, M., Ma, J., & Spassova, G. (2017). The impact of service failure and recovery on target and observing customers: A comparative study. Journal of Hospitality Marketing & Management, 26(8), 889–910. https://doi.org/https://doi.org/10.1080/19368623.2017.1337538
   Google Scholar
• Shin, J., Susan, M., & Seo, M. (2012). Resources for change: The relationships of organizational inducements and psychological resilience to employees’ attitudes and behaviors toward organizational change. The Academy of Management Journal, 55(3), 727–748. https://doi.org/https://doi.org/10.5465/amj.2010.0325
   Google Scholar
• Sim, K., Song, C., & Killough, L. (2010). Service quality, service recovery, and financial performance: An analysis of the US airline industry. Advances in Management Accounting, Advances in Management Accounting, 18(1), 27–53.
   Google Scholar
• Smith, J., Karwan, K., & Markland, R. (2012). An empirical investigation of the effectiveness of an integrated service recovery system. Operations Management Research, 5(1/2), 25–36. https://doi.org/https://doi.org/10.1007/s12063-012-0063-0
   Google Scholar
• Stocia, M., Welsch, H., & Liao, J. (2003). Organizational absorption capacity and responsiveness: An empirical investigation of growth-oriented SMEs. Entrepreneurship: Theory & Practice, 28(1), 63–85. https://doi.org/https://doi.org/10.1111/1540-8520.00032
   Google Scholar
• Sun, Y., Wang, N., Guo, X., & Peng, Z. (2013). Understanding the acceptance of mobile health service: A comparison and integration of alternative models. Journal of Electronic Commerce Research, 14(2), 183–200.
   Google Scholar
• Svari, S., & Olsen, L. (2012). The role of emotions in customer complaint behaviours. International Journal of Quality and Service Sciences, 4(3), 270–282. https://doi.org/https://doi.org/10.1108/17566691211269585
   Google Scholar
• Swanson, S., & Hsu, M. (2011). The effect of recovery locus attributions and service failure severity on word-of-mouth and repurchase behaviours in the hospitality industry. Journal of Hospitality and Tourism Research, 35(4), 511–529. https://doi.org/https://doi.org/10.1177/1096348010382237
   Google Scholar
• Tang, Y., Hsieh, Y., & Chiu, H. (2017). Purchase decision: Does too much choice leave us unhappy? European Journal of Marketing, 51(7/8), 1248–1265. https://doi.org/https://doi.org/10.1108/EJM-01-2015-0022
   Google Scholar
• Tapanainen, T. (2012). Information Technology (IT) managers’ contribution to IT agility in organizations: Views from the field [Doctoral dissertation]. University of Turku School of Economics.
   Google Scholar
• Tax, S., Brown, S., & Chandrashekaran, M. (1998). Customer evaluation of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(April), 60–76. https://doi.org/https://doi.org/10.1177/002224299806200205
   Google Scholar
• Tiernan, S., Rhoades, D., & Waguespack, B. (2008). Airline service quality exploratory analysis of consumer perceptions and operational performance in the USA and EU. Managing Service Quality, 18(3), 212–224. https://doi.org/https://doi.org/10.1108/09604520810871847
   Google Scholar
• Tsai, C., Yang, Y., & Cheng, Y. (2014). Does relationship matter, customer response to service failure. Managing Service Quality, 24(2), 139–159. https://doi.org/https://doi.org/10.1108/MSQ-06-2013-0113
   Google Scholar
• Tsarenko, Y., & Strizhakova, Y. (2013). Coping with service failures: The role of emotional intelligence, self-efficacy and intention to complain. European Journal of Marketing, 47(1/2), 4–44. https://doi.org/https://doi.org/10.1108/03090561311285466
   Google Scholar
• Urbach, N., & Ahlemann, F. (2010). Structural equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application, 11(2), 5–40.
   Google Scholar
• Vaerenbergh, Y., De Keyser, A., & Lariviere, B. (2014). Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter. Managing Service Quality, 24(1), 45–62. https://doi.org/https://doi.org/10.1108/MSQ-06-2013-0115
   Google Scholar
• Vázquez, R., Suárez, L., & Díaz, A. (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychology & Marketing, 27(5), 487–509. https://doi.org/https://doi.org/10.1002/mar.20340
   Google Scholar
• Volberda, H. (1996). Towards the flexible form: How to remain vital in hyper-competitive environments. Organizational Sciences, 7(4), 359–374. https://doi.org/https://doi.org/10.1287/orsc.7.4.359
   Google Scholar
• Waguespack, B., Rhoades, D., & Tiernan, S. (2007). An investigation into airline service quality performance between US legacy carriers and their EU competitors and partners. Journal of Air Transportation, 12(2), 59–71.
   Google Scholar
• Walker, B., Holling, C., Carpenter, S., & Kinzig, A. (2004). Resilience, adaptability and transformability in social-ecological systems. Ecology & Society, 9(2), 5. https://doi.org/https://doi.org/10.5751/ES-00650-090205
   Google Scholar
• Wang, C., & Mattila, A. (2011). A cross-cultural comparison of perceived informational fairness with service failure explanations. Journal of Services Marketing, 25(6), 429–439. https://doi.org/https://doi.org/10.1108/08876041111161023
   Google Scholar
• Wang, K., Hsu, L., & Chih, W. (2014). Retaining customers after service failure recoveries: A contingency model. Managing Service Quality, 24(4), 318–338. https://doi.org/https://doi.org/10.1108/MSQ-11-2013-0251
   Google Scholar
• Wang, Y., Wu, S., Lin, H., & Wang, Y. (2011). The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing. International Journal of Information Management, 31(4), 350–359. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2010.09.001
   Google Scholar
• Weick, K. & Sutcliffe, K. (2007). Managing the Unexpected. Resilient Performance in an Age of Uncertainty. Jossey-Bass
   Google Scholar
• Wen, B., & Chi, C. (2013). Examine the cognitive and affective antecedents to service recovery satisfaction a field study of delayed airline passengers. International Journal of Contemporary Hospitality Management, 25(3), 306–327. https://doi.org/https://doi.org/10.1108/09596111311310991
   Google Scholar
• Wirtz, J., & Mattila, A. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150–166. https://doi.org/https://doi.org/10.1108/09564230410532484
   Google Scholar
• Wittman, M. (2014). Are low-cost carrier passengers less likely to complain about service quality. Journal of Air Transport Management, 35(1), 64–71. https://doi.org/https://doi.org/10.1016/j.jairtraman.2013.11.008
   Google Scholar
• Xu, Y., Tronvoll, B., & Edvardsson, B. (2014). Recovering service failure through resource integration. The Service Industries Journal, 34(16), 1253–1271. https://doi.org/https://doi.org/10.1080/02642069.2014.942652
   Google Scholar
• Yang, K., Hsieh, T., Li, H., & Yang, C. (2012). Assessing how service quality, airline image and customer value affect the intentions of passengers regarding low-cost carriers. Journal of Air Transport Management, 20(2), 52–53. https://doi.org/https://doi.org/10.1016/j.jairtraman.2011.12.007
   Google Scholar
• Ybarra, M., & Suman, M. (2008). Reasons, assessment and actions taken: Sex and age differences in uses of internet health information. Health Education Research, 23(3), 512–521. https://doi.org/https://doi.org/10.1093/her/cyl062
   Google Scholar
• Zamenopoulos, T., & Alexiou, K. (2007). Towards an anticipatory view of design. Design Studies, 28(4), 411–436. https://doi.org/https://doi.org/10.1016/j.destud.2007.04.001
   Google Scholar
• Zeithaml, V., Bitner, M., & Gremler, D. (2006). Services marketing: Integrating customer focus across the firm (4th ed.). McGraw-Hill.
   Google Scholar
• Zhao, X., Liu, Y., Bi, H., & Law, R. (2014). Influence of coupons on online travel reservation service recovery. Journal of Hospitality and Tourism Management, 21(1), 18–26. https://doi.org/https://doi.org/10.1016/j.jhtm.2014.03.001
   Google Scholar
• Zhou, Y., Huang, M., Tsang, A., & Zhou, N. (2013). Recovery strategy for group service failures the interaction effects between recovery modes and recovery dimensions. European Journal of Marketing, 47(8), 1133–1156. https://doi.org/https://doi.org/10.1108/03090561311324255
   Google Scholar