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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Xiang Zhang Peng Wang Yuehui Wang Guoxin Wang |
| Copyright Year | 2010 |
| Description | Author affiliation: School of Management and Economics, Beijing Institute of Technology, China (Xiang Zhang; Peng Wang; Yuehui Wang) || Department of Industrial Engineering, Beijing Institute of Technology, China (Guoxin Wang) |
| Abstract | Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the results show that customers under time pressure prefer preventing losses, whereas time enough customers concern more about achieving gains. The current recovery practices can be classified into promotion versus prevention orientation. A fit in recovery practices and customers regulatory orientations may bring higher satisfaction for customers than those who are not fit their regulatory orientation. The results may help airline companies make better recovery strategies. |
| Starting Page | 758 |
| Ending Page | 761 |
| File Size | 615787 |
| Page Count | 4 |
| File Format | |
| ISBN | 9781424485017 |
| ISSN | 2157362X |
| e-ISBN | 9781424485031 |
| e-ISBN | 9781424485024 |
| DOI | 10.1109/IEEM.2010.5675609 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2010-12-07 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Industries overbooking Customer satisfaction regulatory focus Psychology Companies Service recovery Loss measurement Security Delay |
| Content Type | Text |
| Resource Type | Article |
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