Mediating effects of service recovery on liner shipping users. (December 2019)

• Record Type: Journal Article
• Authors: Chao, Shih-Liang; Lin, Ru-Yan; Sun, Yu-Han
• Is Part Of: Transport policy. Volume 84(2020)
• Page Start: 40
• Page End: 49
• Publication Date: 2019-12
• Subjects: Liner shipping -- Service recovery -- Customer loyalty -- Structural equation modeling (SEM); Transportation and state -- Periodicals; Transportation -- Rates -- Periodicals; 388
• DOI: 10.1016/j.tranpol.2018.12.016
• Languages: English
• ISSNs: 0967-070X

Abstract

Abstract: Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to be a significant positive impact from service recovery on the customer loyalty of liner shipping users, which was found to be mediated via customer satisfaction and satisfaction after recovery. Highlights: We found the positive impact of service recovery will be mediated to loyalty for liner customers. We included service quality, customer satisfaction, and satisfaction after recovery as mediating variables. We proved service recovery has a positive impact on service quality for liner customers.