Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria
Article Metrics Report
Views, downloads, citations, engagementCited by
Current citation countResearch summary
The aim of the paper is to empirically examine how perceived safety and procedural justice effect satisfaction service recovery of domestic airline passengers in Nigeria. The study uses survey method, quantitative in nature. Using PLS SEM the conceptual model was tested with a sample of 444 passengers obtained through cluster sample. From the result, both perceptions of safety and procedural justice are important to domestic airline passenger satisfaction when evaluating the airline's recovery effort in Nigeria. Empirical evidence showed that satisfaction service recovery is directly influenced by perceived safety and procedural justice.
The main limitation is that the study uses cross-sectional sample of airline passengers. It also relied on information from prospective domestic airline passengers, while neglecting other type of passengers. The research shows that passengers’ perception of safety, determine their satisfaction with service recovery. It shows that in situations of failure similar to the present, safety perception, procedural justice should be given preference during service recovery.
The study fortifies the justice theory in service recovery of domestic airline context by including perception of safety. However, through empirical testing the perception of safety, procedural justice variables determine satisfaction with recovery. It suggests that airline industry faced with service failure need to consider the passengers’ perception of safety and procedural justice during recovery.
Article History
How to Cite
Haliru, M. & Mokhtar, S. S. M.. (2017). Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria. Journal of Business and Retail Management Research, Volume 12 Issue 1.
Citation Context
APA
Haliru, M. & Mokhtar, S. S. M.. (2017). Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria. Journal of Business and Retail Management Research, Volume 12 Issue 1.
MLA
Haliru, Muhammad, and Sany Sanuri Mohd Mokhtar. "Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria." Journal of Business and Retail Management Research, Volume 12 Issue 1, 2017.
Chicago
Muhammad Haliru and Sany Sanuri Mohd Mokhtar. "Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria." Journal of Business and Retail Management Research Volume 12 Issue 1 (05 Oct 2017).
Harvard
Haliru, M. & Mokhtar, S. S. M. (2017) Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria. Journal of Business and Retail Management Research, Volume 12 Issue 1
References
- Bamford, D. & Xystouri, T., 2005. A case study of service failure and recovery within an international airline. Managing Service Quality, 15(3), pp.306–322.
- Bitner, M., Booms, B. & Tetreault, M., 1990. The service encounter: diagnosing favorable and unfavorable incidents. The Journal of Marketing.
- Blodgett, J.G., Hill, D.J. & Tax, S.S., 1997. The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), pp.185–210.
- Chase, R.B. & Stewart, D.M., 1994. Make Your Service Fail-Safe. Sloan Management Review, 35(3), pp.35–44. Available at: http://sloanreview.mit.edu/article/make-your-service-failsafe/.
- Chebat, J.C. & Slusarczyk, W., 2005. How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), pp.664–673.
- Davidow, M., 2003. Organizational Responses to Customer Complaints: What Works and What Doesn’t. Journal of Service Research, 5(3), pp.225–250.
- Dewitt, T., Brady, M.K. & Brady, M.K., 2003. Journal of Service Research.
- Dong, B., Evans, K.R. & Zou, S., 2008. The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), pp.123–137.
- Dowling, G.R. & Staelin, R., 1994. A Model of Perceived Risk and Intended Risk-Handling Activity. Journal of Consumer Research, 21(1), p.119.
- Greenberg, 1990. Looking fair vs. being fair: Managing impressions of organizational justice. Research In Organizational Behavior, 12, pp.111–157. Available at:
- http://www.mendeley.com/research/managing-impressions-keeping-garden/.
- Gursoy, D., Chen, M.H. & Kim, H.J., 2005. The US airlines relative positioning based on attributes of service quality. Tourism Management, 26(1), pp.57–67.
- Gustafsson, A., 2009. Customer satisfaction with service recovery. Journal of Business Research, 62(11), pp.1220–1222.
- Hart, C.W., Heskett, J.L. & Sasser, W.E., 1990. The profitable art of service recovery. Harvard business review, 68(4), pp.148–156.
- Hock, C., Ringle, C.M. & Sarstedt, M., 2010. Management of multi-purpose stadiums: importance and performance measurement of service interfaces. International Journal of Services Technology and Management, 14(2/3), p.188.
- Hoffman, K.D., Kelley, S.W. & Chung, B.C., 2003. A CIT investigation of servicescape failures and associated recovery strategies. Journal of Services Marketing, 17(4), pp.322–340.
- Hosany, S. & Gilbert, D., 2009. Dimensions of Tourists ’ Emotional Experiences towards Hedonic Holiday Destinations Copyright © S . Hosany and D . Gilbert ISBN : 978-1-905846-35-1,
- Keaveney, S.M., 1995. Customer Switching Behavior in Service Industries : Journal of Marketing, 59(April), pp.71–82.
- Maxham, J.G. & Netemeyer, R.G., 2003. Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling. Journal of Marketing, 67(1), pp.46–62.
- Maxham, J.G. & Netemeyer, R.G., 2002. Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), pp.239–252.
- Mccoll-kennedy, J.R. et al., 2003. Application of Fairness Theory to Service Failures and Service Recovery.
- McCollough, M. a., Berry, L.L. & Yadav, M.S., 2000. An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery. Journal of Service Research, 3(2), pp.121–137.
- Miller, J., Craighead, C. & Karwan, K., 2000. Service recovery: a framework and empirical investigation. Journal of operations Management, 18(4), pp.387–400. Available at: http://linkinghub.elsevier.com/retrieve/pii/S0272696300000322\nhttp://www.sciencedirect.com/science/article/pii/S0272696300000322.
- Nikbin, D. et al., 2014. Effects of Stability and Controllability Attribution on Service Recovery Evaluation in the Context of the Airline Industry. Journal of Travel & Tourism Marketing, 31(7), pp.817–834.
- Ok, C., Back, K.J. & Shanklin, C.W., 2005. Modeling Roles of Service Recovery Strategy: A Relationship-Focused View. Journal of Hospitality & Tourism Research, 29(4), pp.484–507.
- Rhoades, D.L. & Waguespack, B., 1999. Better safe than service? The relationship between service and safety quality in the US airline industry. Managing Service Quality, 9(6), pp.396–401.
- Richins, M.L., 1997. Measuring Emotions in the Consumption Experience. Journal of Consumer Research, 24(2), pp.127–146.
- Ringle, C.M., Sarstedt, M. & Zimmermann, L., 2011. Customer Satisfaction with Commercial Airlines: The Role of Perceived Safety and Purpose of Travel. The Journal of Marketing Theory and Practice, 19(4), pp.459–472.
- Shostack, G.L., 1984. Designing services that deliver. Harvard business review, 62(1), pp.133–139. Available at:
- http://demos.aptaracorp.com/Showcase/Courses/eLearning/Soft_Skills/HBSP_Service_Success/module03/reading/pdfs/des_article.pdf.
- Sweeney, J.C., Soutar, G.N. & Johnson, L.W., 1999. The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), pp.77–105. Available at: http://www.sciencedirect.com/science/article/pii/S0022435999800050.
- Tax, S.S., Brown, S.W. & Chandrashekaran, M., 1998. Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), pp.60–76. Available at: <Go to ISI>://WOS:000072903200005.
- Wagner, J., Bolton, R.N. & Smith., a. K., 1999. A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), pp.356–72.