Araştırma Makalesi
BibTex RIS Kaynak Göster

Havayolu müşterilerinin hizmet telafilerine karşı tatmin ve sadakat düzeyleri

Yıl 2024, Cilt: 6 Sayı: 1, 30 - 39, 30.06.2024
https://doi.org/10.53601/tourismandrecreation.1355045

Öz

Bu araştırmanın amacı havayolu işletmelerinden hizmet alan turistlerin işletmeler tarafından gerçekleştirilen hizmet telafilerine karşı memnuniyet ve sadakat düzeylerinin belirlenmesidir. Çalışmada, işletme faaliyetinin ekonomik yönlerini tetikleyen müşteri memnuniyeti ve müşteri sadakatinin öncülleri, havayolu işletmesi için müşteri şikâyetlerinin ele alınması perspektifinde incelenmiştir. Araştırmada hizmet telafisi ölçeği; özür, incelik, telafi ve tepki hızı olmak üzere dört alt boyutta incelenmektedir. Ayrıca araştırma modelinde hizmet telafisi memnuniyeti ve müşteri sadakati ölçekleri kullanılmaktadır. Araştırmanın evreni havayolu işletmelerinden hizmet alan turistlerdir. Araştırma kapsamında geliştirilen hipotezlerin testi için regresyon analizi yapılmıştır. Araştırma sonuçlarına göre hizmet telafisi ölçeği alt faktörlerinden özür ve telafinin memnuniyeti pozitif yönde etkilediği ancak incelik ve tepki hızının memnuniyeti etkilemediği tespit edilmiştir. Yapılan araştırmanın sonuçlarına dayanarak, yanıt verme süresi, şikâyet çözümünün mükemmelliği ve şikâyete yanıt vermenin; işletmenin ticari faaliyetlerinin gelecekteki ekonomik yönlerine katkı sağlayan müşteri memnuniyeti ve müşteri sadakati üzerinde pozitif bir etkiye sahip olduğu sonucuna varılmıştır.

Kaynakça

  • Abeler, J., Calaki, J., Andree, K., & Basek, C. (2010). The power of apology. Economics Letters, 107(2), 233-235. https://doi.org/10.1016/j.econlet.2010.01.033
  • Akamavi, R.K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. https://doi.org/10.1016/j.tourman.2014.07.010
  • Akkan, M.M., & Cura, F. (2022). Turizmde uluslararası taşımacılık: havayolu işletmelerinde markalaşma. Markalaşma, 231-249.
  • Akwikwa, R., & Fadare, R.A. (2023). An empirical investigation of service failure recovery strategies and customer patronage of domestic airline operators in south–south, Nigeria. BW Academic Journal, 8(2), 101-113.
  • Alzoubi, H., Ahmed, G., Al-Gasaymeh, A., & Kurdi, B. (2020). Empirical study on sustainable supply chain strategies and its impact on competitive priorities: The mediating role of supply chain collaboration. Management Science Letters, 10(3), 703-708. 10.5267/j.msl.2019.9.008
  • Arifin, M.S., Maulana, M.F., & Suroso, A. (2023). The role of e-customer satisfaction as intervening variable in relationship between e-service quality, e-recovery and e-customer loyalty of ındonesian railroad access customers. Jurnal Sistim Informasi dan Teknologi, 5(3), 6–10. https://doi.org/10.60083/jsisfotek.v5i3.274
  • Ashill, N.J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of strategic marketing, 16(5), 437-462. https://doi.org/10.1080/09652540802480944
  • Atav, G., Chatterjee, S., & Kuru, B. (2023). CSR-authenticity and conciliation after service failure: the role of apology and compensation. Journal of Consumer Marketing, 40(7), 911–925. https://doi.org/10.1108/JCM-08-2022-5550
  • Ayyıldız, T., Ayyıldız, A.Y., & Koc, E. (2023). Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions. Current Psychology, (1)16, 515-536 https://doi.org/10.1007/s12144-023-04292-y
  • Aw, E.C.X., Chuah, S.H.W., Sabri, M.F., & Chong, H.X. (2022). We’ want apology! Tailoring service recovery and self-construal to earn customer forgiveness. International Journal of Services Economics and Management, 13(3), 225–242. https://doi.org/10.1504/IJSEM.2022.126216
  • Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960-982. https://doi.org/10.1108/EJM-03-2015-0169
  • Bitner, M.J., Booms, B.H. & Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, The Journal of Marketing, 54(1), 71-84. https://doi.org/10.1177/002224299005400105
  • Chang, Y.W., & Chang, Y.H. (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/10.1016/j.jairtraman.2010.05.001
  • Cheng, B.L., Gan, C.C., Imrie, B.C., & Mansori, S. (2018). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187-203. https://doi.org/10.1108/IJQSS-09-2017-0081
  • Choi, B., & Choi, B.J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1/2), 108-131. https://doi.org/10.1108/EJM-06-2011-0299
  • Chou, P.F. (2015). An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers. Journal of Air Transport Management, 47, 119-125. https://doi.org/10.1016/j.jairtraman.2015.05.007
  • Collier, J.E. (2020). Applied structural equation modeling using AMOS: Basic to advanced techniques. Routledge, New York.
  • Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
  • Dirsehan, T., (2010). Temel Deneyimsel Pazarlama ve Örnekler. İstanbul: İkinci Adam Yayınları
  • Fadilah, W.N.H.N., Wendy, E.L., & Heriyadi, N.K. (2023). The effect of complaint handling on customer loyalty and its impact on customer satisfaction (study on consumers of pt Telkom Witel of west kalimantan). Age, 68(205), 11-16. https://doi.org/10.36349/easjebm.2023.v06i01.002
  • Forbes, S. J., & Lederman, M. (2009). Adaptation and vertical integration in the airline industry. American Economic Review, 99(5), 1831-1849. 10.1257/aer.99.5.1831
  • Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
  • Gaskin, J. & Lim, J. (2016). Master Validity Tool. AMOS Plugin: Gaskination's Stat Wiki.
  • George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 update (10a ed.) Boston: Pearson
  • Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers. Journal of Retailing and Consumer Services, 31, 127-142. https://doi.org/10.1016/j.jretconser.2016.03.013
  • Grewal, D., Roggeveen, A.L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424–434. https://doi.org/10.1016/j.jretai.2008.06.002
  • Grönroos, C. (2007), Service Management and Marketing: customer Management in Service Competition, John Wiley and Sons, Wiley India, New Delhi.
  • IATA (Ağustos, 2023), Air Passenger Market Analysis June 2023 Strong first half of the year ends on a positive note for the industry https://www.iata.org/en/iata-repository/publications/economic-reports/air-passenger-market-analysis---june-2023/ Erişim tarihi: 22.08.2023.
  • Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). Multivariate data analysis (7th ed.). Pearson, London. UK.
  • Hanks, L., Line, N. D., & Mattila, A. S. (2016). The impact of self-service technology and the presence of others on cause-related marketing programs in restaurants. Journal of Hospitality Marketing & Management, 25(5), 547–562. https://doi.org/10.1080/19368623.2015.1046536
  • Harun, A., Rokonuzzaman, M., Prybutok, G., & Prybutok, V. R., (2018). How to influence consumer mindset: A perspective from service recovery, Journal of Retailing Consumer Service, 42, 65–77.
  • Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: a contingency approach. European Journal of marketing, 34(3/4), 418-433. https://doi.org/10.1108/03090560010311939
  • Honora, A., Chih, W. H., & Wang, K. Y. (2022). Managing social media recovery: The important role of service recovery transparency in retaining customers. Journal of Retailing and Consumer Services, 64, (102814), 1-11. https://doi.org/10.1016/j.jretconser.2021.102814
  • Jung, N.Y., & Seock, Y.K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23–30. https://doi.org/10.1016/j.jretconser.2017.01.012
  • Komunda, M. & Osarenkhoe, A. (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/10.1108/14637151211215028
  • Kumar, A., & Shankar, A. (2023). Why do consumers forgive online travel agencies? A multi-study approaches. Australasian Marketing Journal, 0(0)1-16. https://doi.org/10.1177/14413582231194071
  • Liat, C.B., Mansori, S., Chuan, G.C., & Imrie, B.C. (2017). Hotel service recovery and service quality: Influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty. Journal of Global Marketing, 30(1), 42-51. https://doi.org/10.1080/08911762.2016.1262932
  • Lin, W.C., Lu, T.E., & Peng, M.Y. (2021). Service failure recovery on customer recovery satisfaction for airline industry: The moderator of brand authenticity and perceived authenticity. Managerial and Decision Economics, 42(5), 1079-1088. https://doi.org/10.1002/mde.3292
  • Lv, X., Yang, Y., Qin, D., Cao, X., & Xu, H. (2022). Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention. Computers in Human Behavior, 126(106993), 1-14. https://doi.org/10.1016/j.chb.2021.106993
  • Metwally, D. (2013). Complaint handling in the airline industry: the way to enhance customer loyalty. Mediterranean Journal of Social Sciences, 4(10), 299–311. https://doi.org/10.5901/mjss.2013.v4n10p299
  • Melián-González, S., Bulchand-Gidumal, J. & Lopez-Valcárcel, B.G. (2013), “Online customer reviews of hotels as participation increases, better evaluation is obtained”, Cornell Hospitality Quarterly, 54(3), 274-283. https://doi.org/10.1177/1938965513481498
  • Mutlu, Ö. (2011). Şikâyet yönetiminin kurum imajı üzerindeki etkisi, Yüksek Lisans Tezi, Ege Üniversitesi, Sosyal Bilimler Enstitüsü, Halkla İlişkiler ve Tanıtım Anabilim Dalı, İletişim Bilimleri Bilim Dalı İzmir.
  • Nikbin, D., Marimuthu, M., Hyun, S.S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239-262. https://doi.org/10.1080/10941665.2014.889028
  • Park, J.J. & Park J.W. (2016). Investigating the effects of service recovery quality elements on passengers’ behavioral intention, Journal of Air Transport Management, 53, 235-241. https://doi.org/10.1016/j.jairtraman.2016.03.003
  • Peinkofer, S.T., Esper, T.L., Smith, R.J., & Williams, B.D. (2022). Retail” save the sale” tactics: Consumer perceptions of in-store logistics service recovery. Journal of Business Logistics, 43(2), 238–264. https://doi.org/10.1111/jbl.12294
  • Reichheld, F.F., Markey, R.G., Jr. & Hopton, C. (2000), The loyalty effect-the relationship between loyalty and profits, European Business Journal, 12(3), 134.
  • Purwanto, N., Amelia, A., Mutiarni, R., Khan, N.F.A.H., & Ronald, R. (2023). The Importance of Justice Dimensions in Improving Customer Loyalty in Indonesia Aviation Industry. Review of Integrative Business and Economic Research, 12(3), 217-221.
  • Türk Hava Yolları (THY), (2023, Ağustos), Türk Hava Yolları- yatırımcı ilişkileri https://investor.turkishairlines.com/tr#:~:text=D%C4%B1%C5%9Ftan%20d%C4%B1%C5%9Fa%20transfer%20yolcu%20say%C4%B1s%C4%B1%20Ocak%20%E2%80%93%20Temmuz%202022%20d%C3%B6neminde%2012,16%2C7%20milyon%20olarak%20ger%C3%A7ekle%C5%9Fmi%C5%9Ftir.&text=Yolcu%20doluluk%20oran%C4%B1%20Ocak%20%E2%80%93%20Temmuz,%82%2C3%20olarak%20ger%C3%A7ekle%C5%9Fmi%C5%9Ftir, Erişim tarihi: 22.08.2023.
  • Sivil Havacılık Genel Müdürlüğü (2023a, Ağustos). Türkiye’deki Havayolu İşletmeleri, https://web.shgm.gov.tr/documents/sivilhavacilik/files/havacilik_isletmeleri/hava_ulastirma_isletmeleri/hi-120323.pdf, Erişim tarihi: 22.08.2023
  • Sivil Havacılık Genel Müdürlüğü (2023b, Ağustos). Türkiye’deki Havayolu İşletmeleri, https://web.shgm.gov.tr/tr/kurumsal/6666-sivil-havacilik-devlet-emniyet-programi, Erişim tarihi: 22.08.2023
  • Smith, A.K., Bolton, R.N. & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.2307/3152082
  • So, K.K.F., King, C., Sparks, B.A. & Wang, Y. (2014). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64–78. https://doi.org/10.1177/0047287514541008
  • Song, M., Zhang, H., Xing, X., & Duan, Y. (2023). Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. Journal of Retailing and Consumer Services, 73, (103323), 1-14. https://doi.org/10.1016/j.jretconser.2023.103323
  • Wang, X., Hwang, Y., & Guchait, P. (2021). When robot (vs. human) employees say “sorry” following service failure. International Journal of Hospitality & Tourism Administration, 24(4), 540-562. https://doi.org/10.1080/15256480.2021.2017812
  • Wang, K.Y., Chih, W.H., & Honora, A. (2023). How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style. International Journal of Information Management, 69, (102618), 1-15. https://doi.org/10.1016/j.ijinfomgt.2022.102618
  • Wen, B. & Geng-qing 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/10.1108/09596111311310991
  • Wirtz, J., & Mattila, A. S. (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/10.1108/09564230410532484
  • Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2013). Fix it or leave it? Customer recovery from self-service technology failures. Journal of Retailing, 89(1), 15-29. https://doi.org/10.1016/j.jretai.2012.10.004
  • Zulganef, Z., Pratminingsih, S.A., & Salsabil, I. (2023). Maintaining Customer Loyalty and Satisfaction in Service Recovery through Javanese Philosophy. Asian Journal of Business Research Volume, 13(1), 19-40. 10.14707/ajbr.230140

Airline customers’ levels of satisfaction and loyalty to service recovery

Yıl 2024, Cilt: 6 Sayı: 1, 30 - 39, 30.06.2024
https://doi.org/10.53601/tourismandrecreation.1355045

Öz

The aim of this research is to determine the satisfaction and loyalty of individuals who receive service from airline companies against service recoveries performed by businesses. In the study, the antecedents of customer satisfaction and customer loyalty, which trigger the economic aspects of business activity, were examined from the perspective of handling customer complaints for the airline business. Service recovery scale in research; It is examined in four sub-dimensions: apology, courtesy, compensation and response speed. In addition, service recovery, satisfaction and customer loyalty scales are used in the research model. The population of the research is tourists who receive service from airline companies. SPSS statistical program was used for data analysis Regression analysis was performed to test the hypotheses. According to the results of the research, it was determined that apology and compensation, which are sub-factors of the service recovery scale, affect satisfaction positively, but courtesy and reaction speed do not affect satisfaction positively. Based on the results of the research, response time, excellence of complaint resolution and response to complaint; It was concluded that it has a positive effect on customer satisfaction and customer loyalty, which contributes to the future economic aspects of the business’s commercial activities.

Kaynakça

  • Abeler, J., Calaki, J., Andree, K., & Basek, C. (2010). The power of apology. Economics Letters, 107(2), 233-235. https://doi.org/10.1016/j.econlet.2010.01.033
  • Akamavi, R.K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528-545. https://doi.org/10.1016/j.tourman.2014.07.010
  • Akkan, M.M., & Cura, F. (2022). Turizmde uluslararası taşımacılık: havayolu işletmelerinde markalaşma. Markalaşma, 231-249.
  • Akwikwa, R., & Fadare, R.A. (2023). An empirical investigation of service failure recovery strategies and customer patronage of domestic airline operators in south–south, Nigeria. BW Academic Journal, 8(2), 101-113.
  • Alzoubi, H., Ahmed, G., Al-Gasaymeh, A., & Kurdi, B. (2020). Empirical study on sustainable supply chain strategies and its impact on competitive priorities: The mediating role of supply chain collaboration. Management Science Letters, 10(3), 703-708. 10.5267/j.msl.2019.9.008
  • Arifin, M.S., Maulana, M.F., & Suroso, A. (2023). The role of e-customer satisfaction as intervening variable in relationship between e-service quality, e-recovery and e-customer loyalty of ındonesian railroad access customers. Jurnal Sistim Informasi dan Teknologi, 5(3), 6–10. https://doi.org/10.60083/jsisfotek.v5i3.274
  • Ashill, N.J., Rod, M., & Carruthers, J. (2008). The effect of management commitment to service quality on frontline employees' job attitudes, turnover intentions and service recovery performance in a new public management context. Journal of strategic marketing, 16(5), 437-462. https://doi.org/10.1080/09652540802480944
  • Atav, G., Chatterjee, S., & Kuru, B. (2023). CSR-authenticity and conciliation after service failure: the role of apology and compensation. Journal of Consumer Marketing, 40(7), 911–925. https://doi.org/10.1108/JCM-08-2022-5550
  • Ayyıldız, T., Ayyıldız, A.Y., & Koc, E. (2023). Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions. Current Psychology, (1)16, 515-536 https://doi.org/10.1007/s12144-023-04292-y
  • Aw, E.C.X., Chuah, S.H.W., Sabri, M.F., & Chong, H.X. (2022). We’ want apology! Tailoring service recovery and self-construal to earn customer forgiveness. International Journal of Services Economics and Management, 13(3), 225–242. https://doi.org/10.1504/IJSEM.2022.126216
  • Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960-982. https://doi.org/10.1108/EJM-03-2015-0169
  • Bitner, M.J., Booms, B.H. & Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, The Journal of Marketing, 54(1), 71-84. https://doi.org/10.1177/002224299005400105
  • Chang, Y.W., & Chang, Y.H. (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/10.1016/j.jairtraman.2010.05.001
  • Cheng, B.L., Gan, C.C., Imrie, B.C., & Mansori, S. (2018). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11(2), 187-203. https://doi.org/10.1108/IJQSS-09-2017-0081
  • Choi, B., & Choi, B.J. (2014). The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. European Journal of Marketing, 48(1/2), 108-131. https://doi.org/10.1108/EJM-06-2011-0299
  • Chou, P.F. (2015). An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers. Journal of Air Transport Management, 47, 119-125. https://doi.org/10.1016/j.jairtraman.2015.05.007
  • Collier, J.E. (2020). Applied structural equation modeling using AMOS: Basic to advanced techniques. Routledge, New York.
  • Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 67-80.
  • Dirsehan, T., (2010). Temel Deneyimsel Pazarlama ve Örnekler. İstanbul: İkinci Adam Yayınları
  • Fadilah, W.N.H.N., Wendy, E.L., & Heriyadi, N.K. (2023). The effect of complaint handling on customer loyalty and its impact on customer satisfaction (study on consumers of pt Telkom Witel of west kalimantan). Age, 68(205), 11-16. https://doi.org/10.36349/easjebm.2023.v06i01.002
  • Forbes, S. J., & Lederman, M. (2009). Adaptation and vertical integration in the airline industry. American Economic Review, 99(5), 1831-1849. 10.1257/aer.99.5.1831
  • Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
  • Gaskin, J. & Lim, J. (2016). Master Validity Tool. AMOS Plugin: Gaskination's Stat Wiki.
  • George, D., & Mallery, M. (2010). SPSS for Windows Step by Step: A Simple Guide and Reference, 17.0 update (10a ed.) Boston: Pearson
  • Gohary, A., Hamzelu, B., & Alizadeh, H. (2016). Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers. Journal of Retailing and Consumer Services, 31, 127-142. https://doi.org/10.1016/j.jretconser.2016.03.013
  • Grewal, D., Roggeveen, A.L., & Tsiros, M. (2008). The effect of compensation on repurchase intentions in service recovery. Journal of Retailing, 84(4), 424–434. https://doi.org/10.1016/j.jretai.2008.06.002
  • Grönroos, C. (2007), Service Management and Marketing: customer Management in Service Competition, John Wiley and Sons, Wiley India, New Delhi.
  • IATA (Ağustos, 2023), Air Passenger Market Analysis June 2023 Strong first half of the year ends on a positive note for the industry https://www.iata.org/en/iata-repository/publications/economic-reports/air-passenger-market-analysis---june-2023/ Erişim tarihi: 22.08.2023.
  • Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). Multivariate data analysis (7th ed.). Pearson, London. UK.
  • Hanks, L., Line, N. D., & Mattila, A. S. (2016). The impact of self-service technology and the presence of others on cause-related marketing programs in restaurants. Journal of Hospitality Marketing & Management, 25(5), 547–562. https://doi.org/10.1080/19368623.2015.1046536
  • Harun, A., Rokonuzzaman, M., Prybutok, G., & Prybutok, V. R., (2018). How to influence consumer mindset: A perspective from service recovery, Journal of Retailing Consumer Service, 42, 65–77.
  • Hoffman, K. D., & Kelley, S. W. (2000). Perceived justice needs and recovery evaluation: a contingency approach. European Journal of marketing, 34(3/4), 418-433. https://doi.org/10.1108/03090560010311939
  • Honora, A., Chih, W. H., & Wang, K. Y. (2022). Managing social media recovery: The important role of service recovery transparency in retaining customers. Journal of Retailing and Consumer Services, 64, (102814), 1-11. https://doi.org/10.1016/j.jretconser.2021.102814
  • Jung, N.Y., & Seock, Y.K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23–30. https://doi.org/10.1016/j.jretconser.2017.01.012
  • Komunda, M. & Osarenkhoe, A. (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/10.1108/14637151211215028
  • Kumar, A., & Shankar, A. (2023). Why do consumers forgive online travel agencies? A multi-study approaches. Australasian Marketing Journal, 0(0)1-16. https://doi.org/10.1177/14413582231194071
  • Liat, C.B., Mansori, S., Chuan, G.C., & Imrie, B.C. (2017). Hotel service recovery and service quality: Influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty. Journal of Global Marketing, 30(1), 42-51. https://doi.org/10.1080/08911762.2016.1262932
  • Lin, W.C., Lu, T.E., & Peng, M.Y. (2021). Service failure recovery on customer recovery satisfaction for airline industry: The moderator of brand authenticity and perceived authenticity. Managerial and Decision Economics, 42(5), 1079-1088. https://doi.org/10.1002/mde.3292
  • Lv, X., Yang, Y., Qin, D., Cao, X., & Xu, H. (2022). Artificial intelligence service recovery: The role of empathic response in hospitality customers’ continuous usage intention. Computers in Human Behavior, 126(106993), 1-14. https://doi.org/10.1016/j.chb.2021.106993
  • Metwally, D. (2013). Complaint handling in the airline industry: the way to enhance customer loyalty. Mediterranean Journal of Social Sciences, 4(10), 299–311. https://doi.org/10.5901/mjss.2013.v4n10p299
  • Melián-González, S., Bulchand-Gidumal, J. & Lopez-Valcárcel, B.G. (2013), “Online customer reviews of hotels as participation increases, better evaluation is obtained”, Cornell Hospitality Quarterly, 54(3), 274-283. https://doi.org/10.1177/1938965513481498
  • Mutlu, Ö. (2011). Şikâyet yönetiminin kurum imajı üzerindeki etkisi, Yüksek Lisans Tezi, Ege Üniversitesi, Sosyal Bilimler Enstitüsü, Halkla İlişkiler ve Tanıtım Anabilim Dalı, İletişim Bilimleri Bilim Dalı İzmir.
  • Nikbin, D., Marimuthu, M., Hyun, S.S., & Ismail, I. (2015). Relationships of perceived justice to service recovery, service failure attributions, recovery satisfaction, and loyalty in the context of airline travelers. Asia Pacific Journal of Tourism Research, 20(3), 239-262. https://doi.org/10.1080/10941665.2014.889028
  • Park, J.J. & Park J.W. (2016). Investigating the effects of service recovery quality elements on passengers’ behavioral intention, Journal of Air Transport Management, 53, 235-241. https://doi.org/10.1016/j.jairtraman.2016.03.003
  • Peinkofer, S.T., Esper, T.L., Smith, R.J., & Williams, B.D. (2022). Retail” save the sale” tactics: Consumer perceptions of in-store logistics service recovery. Journal of Business Logistics, 43(2), 238–264. https://doi.org/10.1111/jbl.12294
  • Reichheld, F.F., Markey, R.G., Jr. & Hopton, C. (2000), The loyalty effect-the relationship between loyalty and profits, European Business Journal, 12(3), 134.
  • Purwanto, N., Amelia, A., Mutiarni, R., Khan, N.F.A.H., & Ronald, R. (2023). The Importance of Justice Dimensions in Improving Customer Loyalty in Indonesia Aviation Industry. Review of Integrative Business and Economic Research, 12(3), 217-221.
  • Türk Hava Yolları (THY), (2023, Ağustos), Türk Hava Yolları- yatırımcı ilişkileri https://investor.turkishairlines.com/tr#:~:text=D%C4%B1%C5%9Ftan%20d%C4%B1%C5%9Fa%20transfer%20yolcu%20say%C4%B1s%C4%B1%20Ocak%20%E2%80%93%20Temmuz%202022%20d%C3%B6neminde%2012,16%2C7%20milyon%20olarak%20ger%C3%A7ekle%C5%9Fmi%C5%9Ftir.&text=Yolcu%20doluluk%20oran%C4%B1%20Ocak%20%E2%80%93%20Temmuz,%82%2C3%20olarak%20ger%C3%A7ekle%C5%9Fmi%C5%9Ftir, Erişim tarihi: 22.08.2023.
  • Sivil Havacılık Genel Müdürlüğü (2023a, Ağustos). Türkiye’deki Havayolu İşletmeleri, https://web.shgm.gov.tr/documents/sivilhavacilik/files/havacilik_isletmeleri/hava_ulastirma_isletmeleri/hi-120323.pdf, Erişim tarihi: 22.08.2023
  • Sivil Havacılık Genel Müdürlüğü (2023b, Ağustos). Türkiye’deki Havayolu İşletmeleri, https://web.shgm.gov.tr/tr/kurumsal/6666-sivil-havacilik-devlet-emniyet-programi, Erişim tarihi: 22.08.2023
  • Smith, A.K., Bolton, R.N. & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.2307/3152082
  • So, K.K.F., King, C., Sparks, B.A. & Wang, Y. (2014). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64–78. https://doi.org/10.1177/0047287514541008
  • Song, M., Zhang, H., Xing, X., & Duan, Y. (2023). Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. Journal of Retailing and Consumer Services, 73, (103323), 1-14. https://doi.org/10.1016/j.jretconser.2023.103323
  • Wang, X., Hwang, Y., & Guchait, P. (2021). When robot (vs. human) employees say “sorry” following service failure. International Journal of Hospitality & Tourism Administration, 24(4), 540-562. https://doi.org/10.1080/15256480.2021.2017812
  • Wang, K.Y., Chih, W.H., & Honora, A. (2023). How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style. International Journal of Information Management, 69, (102618), 1-15. https://doi.org/10.1016/j.ijinfomgt.2022.102618
  • Wen, B. & Geng-qing 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/10.1108/09596111311310991
  • Wirtz, J., & Mattila, A. S. (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/10.1108/09564230410532484
  • Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2013). Fix it or leave it? Customer recovery from self-service technology failures. Journal of Retailing, 89(1), 15-29. https://doi.org/10.1016/j.jretai.2012.10.004
  • Zulganef, Z., Pratminingsih, S.A., & Salsabil, I. (2023). Maintaining Customer Loyalty and Satisfaction in Service Recovery through Javanese Philosophy. Asian Journal of Business Research Volume, 13(1), 19-40. 10.14707/ajbr.230140
Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Turizm (Diğer)
Bölüm Araştırma Makaleleri
Yazarlar

Nil Konyalilar 0000-0002-7310-7779

Ayşe Şengöz 0000-0002-0311-9141

Yayımlanma Tarihi 30 Haziran 2024
Gönderilme Tarihi 4 Eylül 2023
Kabul Tarihi 11 Nisan 2024
Yayımlandığı Sayı Yıl 2024 Cilt: 6 Sayı: 1

Kaynak Göster

APA Konyalilar, N., & Şengöz, A. (2024). Havayolu müşterilerinin hizmet telafilerine karşı tatmin ve sadakat düzeyleri. Tourism and Recreation, 6(1), 30-39. https://doi.org/10.53601/tourismandrecreation.1355045