A case study of service failure and recovery within an international airline

Managing Service Quality

Volumn 15, Issue 3, 2005, Pages 306-322

  Bamford, David ^a   Xystouri, Tatiana ^b  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b Ministry of Finance   (Cyprus)

Author keywords

Airlines; Customer services quality; International travel; Service failures; Service improvements

Indexed keywords

EID: 19744369126     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520510597845     Document Type: Article

References (52)

1. Albrecht, K. (1985), "Achieving excellence in service", Training and Development Journal, Vol. 39 No. 12, pp. 64-7
2. Bamford, D. and Forrester, P. (2003), "Managing planned and emergent change within an operations management environment", International Journal of Operations & Production Management, Vol. 23 No. 5, pp. 546-64
3. Berman, E. (1996), "Implementing TQM in state welfare agencies", Admin. Soc. Work, Vol. 19 No. 1, pp. 55-72
4. Berry, L.L. (1995), On Great Service - A Framework for Action, Free Press, New York, NY
5. Berry, L.L. and Parasuraman, A. (1997), "Listening to the customer - the concept of a service-quality information system", Sloan Management Review, Vol. 38 Spring, pp. 65-76
6. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: Favourable and unfavourable incidents", Journal of Marketing, Vol. 54, January
7. Bitner, M.J., Faranda, W.T., Hubbert, A.R. and Zeithaml, V.A. (1997), "Customer contributions and roles in service delivery", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205
8. Boshoff, C. (1997), "An experimental study of service recovery options", International Journal of Service Industry Management, Vol. 8 No. 3, pp. 110-30
9. Bowen, D.E. and Lawler, E.E. (1995), "Empowering service employees", Sloan Management Review, Vol. 36, Summer, pp. 73-84
10. Carlzon, J. (1987), Moments of Truth, Ballinger Publishing, Cambridge, MA
11. Citizen's Charter Complaints Task Force (1995), Complaints Handling in the Public Sector: A Research Study Conducted by MORI, HMSO, London
12. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56 July, pp. 55-68
13. Dale, B. (1999), Managing Quality, 3rd ed., Prentice-Hall International, Englewood Cliffs, NJ
14. Dale, B. (2003), Managing Quality, 4th ed., Blackwell Publishing, Oxford
15. Day, G.S. (1994), "Continuous learning about markets", California Management Review, Vol. 36, Summer, pp. 9-31
16. Dobbs, J. (1993), "The empowerment environment", Training and Development, Vol. 47 No. 2, February, pp. 55-7
17. Dube, L. and Maute, M. (1996), "The antecedents of brand switching, brand loyalty and verbal responses to service failures", Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, Vol. 5, JAI Press, Greenwich, CT, pp. 127-51
18. Ettorre, B. (1994), "Phenomenal promises that mean business", Management Review, March, pp. 18-23
19. Fitzsimmons, J.A. and Fitzsimmons, M.J. (1998), Service Management: Operations Strategy and IT, Irwin/McGraw-Hill, New York, NY
20. Grönroos, C. (1987), "An applied service marketing theory", Working Paper, No. 57, Swedish School of Economics and Business Administration, Helsingfors
21. Grönroos, C. (1988a), "Service quality: The six criteria of good perceived service quality", Review of Business, Vol. 9 No. 3, pp. 10-13
22. Grönroos, C. (1988b), "Assessing competitive edge in the new competition of the service economy: The five rules of service", Working Paper No. 9, March, First Interstate Centre for Service Marketing, Arizona State University, Tempe, AZ
23. Hamill, B. and Davies, R. (1986), Quality in British Airways: Are You Being Served? Phillip Alan, Oxford, pp. 77-87
24. Hart, C.W.L., Heskett, J.L. and Sasser, W.E. (1990), "The profitable art of service recovery", Harvard Business Review, Vol. 68 4, July-August, pp. 148-56
25. Heskett, J.L., Sasser, W.E. Jr and Schlesinger, L.A. (1997), The Service Profit Chain, Free Press, New York, NY
26. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. Jr and Schlesinger, L.A. (1994), "Putting the service-profit chain to work", Harvard Business Review, Vol. 72, March-April, pp. 164-74
27. Johnson, R.L., Tsiros, M. and Lancioni, R.A. (1995), "Measuring service quality: A systems approach", Journal of Services Marketing, Vol. 9 No. 5, pp. 6-19
28. Kotler, P. and Connor, R.A. (1977), "Marketing professional services", Journal of Marketing, Vol. 41, No. 1, January, pp. 71-6
29. McCollough, M.A. and Bharadwaj, S.G. (1992), "The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution-based theories", Allen, C.T., et al. (Eds), Marketing Theory and Application, American Marketing Association, Chicago, IL, pp. 102-7
30. Mason, J.B. (1993), "The art of service recovery", Retailing Issues Newsletter, Vol. 5 No. 1, pp. 1-4
31. Moore, N. (1999), How to Do Research: The Complete Guide to Designing and Managing Research Projects, Library Association Publishing, London
32. Mulconrey, B.G. (1986), "High-tech that create high touch", Best's Review, October, pp. 28-33
33. Office of Fair Trading (1990), Consumer Loyalty, OFT, London
34. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50
35. Piercy, N.F. (1995), "Customer satisfaction and the internal market: marketing our customers to our employees", Journal of Marketing Practice: Applied Marketing Science, Vol. 1 No. 1, pp. 22-44
36. Reichheld, F.F. (1993), "Loyalty-based management", Harvard Business Review, Vol. 71, March-April, pp. 64-74
37. Remenyi, D., Williams, B., Money, A. and Swartz, E. (1998), Doing Research in Business and Management, Sage Publications, London
38. Rust, R.T. and Oliver, R.L. (1994), "Service quality: Insights and managerial implications from the frontier", Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Beverly Hills, CA
39. Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), "Return on quality: Making service quality financially accountable", Journal of Marketing, Vol. 59 No. 2, pp. 58-70
40. Schlesinger, L.A. and Heskett, J.L. (1991), "Breaking the cycle of failure in services", Sloan Management Review, Vol. 32, Spring, pp. 17-29
41. Singh, J. (1990), "A typology of consumer dissatisfaction response styles", Journal of Retailing, Vol. 66 No. 1, pp. 57-99
42. Tax, S.S. and Brown, S.W. (1998), "Recovering and learning from service failure", Management Review, Vol. 40 No. 1, pp. 75-88
43. US Department of Transportation (1989), Federal Aviation Administration Airport Capacity Enhancement Plan, US Government Printing Office, Washington, DC, p. 3
44. Van der Wiele, T., Boselie, B. and Hesselin, M. (2002), "Customer satisfaction and business performance", Managing Service Quality, Vol. 12 No. 3, pp. 184-93
45. Verma, R. (2000), "An empirical analysis of management challenges in service factories, service shops, mass services and professional services", International Journal of Service Industry Management, Vol. 11 No. 1, pp. 8-25
46. Wirtz, J. and Johnston, R. (2003), "Singapore Airlines: What it takes to sustain service excellence - a senior management perspective", Managing Service Quality, Vol. 13 No. 1, pp. 10-19
47. Wirtz, J. and Tomlin, M. (2000), "Institutionalising customer-driven learning through fully integrated customer feedback systems", Managing Service Quality, Vol. 30 No. 4, pp. 205-15
48. Zeithaml, V.A. (2000), "Service quality, profitability and the economic worth of customers: What we know and what we need to learn", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85
49. Zeithaml, V., Berry, L.L. and Parasuraman, A. (1993), "The nature and determinants of customer expectations of service", Journal of the Academy of Marketing Science, Vol. 21, pp. 1-12
50. Zemke, R. and Bell, C.R. (1989), Service Wisdom: Creating and Maintaining the Customer Service Edge, 2nd ed., Lakewood Books, Minneapolis, MN
51. Zhu, Z., Sivakumar, K. and Parasuraman, A. (2004), "A mathematical model of ervice failure and recovery strategies", Decision Sciences, Vol. 35 No. 3, p. 493
52. Zeithaml, V., Berry, L.L. and Parasuraman, A. (1988), "Communication and control processes in the delivery of service quality", Journal of Marketing, Vol. 52, April, pp. 35-48