Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/90526
DC Field | Value | Language |
---|---|---|
dc.contributor | School of Hotel and Tourism Management | en_US |
dc.creator | Hwang, Y | en_US |
dc.creator | Gao, L | en_US |
dc.creator | Mattila, AS | en_US |
dc.date.accessioned | 2021-07-15T02:12:11Z | - |
dc.date.available | 2021-07-15T02:12:11Z | - |
dc.identifier.issn | 0278-4319 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/90526 | - |
dc.language.iso | en | en_US |
dc.publisher | Pergamon Press | en_US |
dc.rights | © 2020 Elsevier Ltd. All rights reserved. | en_US |
dc.rights | © 2020. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/. | en_US |
dc.rights | The following publication Hwang, Y., Gao, L., & Mattila, A. S. (2020). What recovery options to offer for loyalty reward program members: Dollars vs. Miles?. International Journal of Hospitality Management, 87, 102496. is available at https://dx.doi.org/https://doi.org/10.1016/j.ijhm.2020.102496. | en_US |
dc.subject | Construal level | en_US |
dc.subject | Loyalty program | en_US |
dc.subject | Recovery compensation | en_US |
dc.subject | Service failure | en_US |
dc.subject | Service recovery | en_US |
dc.title | What recovery options to offer for loyalty reward program members : dollars vs. miles? | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.volume | 87 | en_US |
dc.identifier.doi | 10.1016/j.ijhm.2020.102496 | en_US |
dcterms.abstract | Research shows that offering monetary compensation is effective in restoring customers’ equity perceptions following a service failure. However, little is known about loyalty reward program members’ responses to various types of recovery options. This study fills this important void by investigating two types of compensation: a discount coupon (in dollars) and bonus reward points (in miles) in the airline context. This study further investigates the boundary effect of controllability of a service failure. Our findings show that, when the flight delay is perceived as highly controllable by the airline company (i.e., scheduling error by flight crews, repatronage intention was higher in the 50-dollar discount vs. 2500 bonus miles condition. Conversely, repatronage intention did not differ between the two compensation options when the flight delay was perceived as uncontrollable i.e., inclement weather. Our findings help hospitality and tourism firms leverage service recovery initiatives for loyalty reward program members. | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | International journal of hospitality management, May 2020, v. 87, 102496 | en_US |
dcterms.isPartOf | International journal of hospitality management | en_US |
dcterms.issued | 2020-05 | - |
dc.identifier.scopus | 2-s2.0-85080934594 | - |
dc.identifier.eissn | 1873-4693 | en_US |
dc.identifier.artn | 102496 | en_US |
dc.description.validate | 202107 bcvc | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | a0969-n07 | - |
dc.description.fundingSource | Others | en_US |
dc.description.pubStatus | Published | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Hwang_what_recovery_options.pdf | Pre-Published version | 949.16 kB | Adobe PDF | View/Open |
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