DocumentCode :
2966372
Title :
Research on the planned failure and recovery in airline overbooking
Author :
Zhang, Xiang ; Chen, Jun ; Huang, Jin ; Huimin Wang ; Wang, Huimin ; Guoxin Wang
Author_Institution :
Sch. of Manage. & Econ., Beijing Inst. of Technol., Beijing, China
fYear :
2009
fDate :
8-11 Dec. 2009
Firstpage :
1307
Lastpage :
1311
Abstract :
The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers´ satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer´s satisfaction and the consequential behaviors of customer.
Keywords :
customer satisfaction; travel industry; Chinese aviation industry; airline overbooking; classification system; content analysis method; customer consequential behaviors; customer satisfaction; planned failure; process-by-outcome framework; service recovery; Customer satisfaction; Engineering management; Failure analysis; Industrial engineering; Production; Technology management; Uncertainty; Airline overbooking; critical incident technique; planned failure; service recovery;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Industrial Engineering and Engineering Management, 2009. IEEM 2009. IEEE International Conference on
Conference_Location :
Hong Kong
Print_ISBN :
978-1-4244-4869-2
Electronic_ISBN :
978-1-4244-4870-8
Type :
conf
DOI :
10.1109/IEEM.2009.5373020
Filename :
5373020
Link To Document :
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