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Trans. Planning Journal
| Title | Analyzing the Typology of Service Failures and Service Recoveries for Airlines: Using Service Blueprinting and Critical Incident Technique |
|---|---|
| Author | Kai-Chieh Hu and Chia-Yu Tu |
| Summary | Considerations for passengers to choose an airline are varied, such as flight time, ticket price, convenience, personal preference and quality of company. Among all, service quality would be one of the most important concerns. Customer satisfaction is closely linked to all kind of service processes. Any single mistake occurred in service processes might cause dissatisfaction. When the service failure happens, service recovery plays a key role in retaining the customers. The study collected observations of passenger experiences that encountered dissatisfaction during international flights. The Critical incident technique (CIT) and service blueprinting were used to explore the categories of service failure and service recovery. After analyzing the 125 cases, this study figured out 266 service failures and 60 service recoveries. There have three categories and thirteen sub-categories of service failures. The main failure type is the fail of service system. There also have five categories and thirteen sub-categories of service recoveries. The main recovery type is agreeableness. Moreover, the policy failure usually occurred at the check-in process. The bad manners and not response immediately usually occurred at the check-in process and inflight service. Finally, this study also provides some managerial implications for the airlines in service recovery for each service failure as well as the suggestions for future research. |
| Vol. | 43 |
| No. | 2 |
| Page | 205 |
| Year | 2014 |
| Month | 6 |
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