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Prof. Dogan Gursoy, Washington State University:The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

([西财资讯] 发布于 :2018-05-28 )

光华讲坛——社会名流与企业家论坛第4972

 

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

主讲人Prof. Dogan Gursoy, Washington State University

主持人工商管理学院  张梦教授

2018530日(周三)14:00-16:00

利记娱乐网柳林校区通博楼A209会议室

主办单位:工商管理学院   科研处

 

主讲人概况:

Dogan Gursoy(道恩·格索伊)教授任职于华盛顿州立大学酒店管理学院,获得了华盛顿州立大学塔可钟杰出教授的称号。他的研究领域包括服务管理、酒店和旅游市场营销、旅客的信息搜索行为、社区对旅游业的发展的支撑、跨学问研究等。他的研究成果在多个一级期刊中广泛发表,如Annals of Tourism Research, Journal of Travel Research, Tourism Management, International Journal of Hospitality ManagementDogan Gursoy教授最近被公认为是过去十年里,在六个顶级酒店/旅游杂志中发表的作品数量最多的前10名中的一位。到目前为止他已经出版了超过80篇期刊文章,他的研究也一直在学术界广为引用。他的出版物已经被通过GOOGLE搜索的学者引用超过3000次。

内容提要:

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 analysis. Findings suggest that causes, magnitude, and consequences of service failures influence customers’ positive and negative emotions. Providing compensation for the current trip, either monetary or nonmonetary, can alleviate customers’ negative emotions, while providing compensation for future travel does not have any impact on emotions. Findings further suggest that positive employee attitudes, behaviors and prompt service recovery actions generate more positive emotions while alleviating negative emotions compared to compensations provided. Service failures and timely, reliable and satisfactory recovery actions have greater influences on travelers who fly with full-service airlines and in business class compared travelers who fly with low-cost airlines and in economy class. Customers’ emotions influence their satisfaction and recommendation likelihood.


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