Analysis reveals that customer perception of service failure and recovery influences negative behaviors in airline services.
Many previous studies have been conducted on service failure and recovery, but the existing preceding studies are mainly focused on positive behavioral intentions such as loyalty, word of mouth intention and recommendation intention. Therefore, there is relatively little interest in customers' negative behavioral intentions.
No takes yet. Share an insight, caveat, or question.
Moon et al. (2025) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: