Abstract This study is intended to identify the influence of service delays on emotional responses and customer behavior. For this research, a survey was conducted on airline passengers that experienced service delays. A total of 395 respondents were analyzed using structural equation modeling. According to the analysis results, service delays positively influenced negative emotions and negatively influenced repurchase intention. In addition, service delays positively influenced negative word-of-mouth. This study provides a basic knowledge on how airlines can develop their service strategies to make good use of the motivating effect of service delays on emotional responses and behavioral intentions.
Highlights We investigate the effects of service delays on emotional responses and customer behavior. Service delays positively influenced negative emotions and negatively influenced repurchase intention. Service delays turned out to negatively influence acceptability. Acceptability turned out to positively influence repurchase intention and negatively influence negative word-of-mouth.
A study on the impact of airline service delays on emotional reactions and customer behavior
Journal of Air Transport Management ; 57 ; 19-25
2016-07-09
7 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
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