Justice Based Recovery Expectations of Airline Passengers After Service Failure - A Conceptual Study - A Case Study of Goa - India

Purpose: This study researched the perceived severity and controllability of various service failure scenarios divergent expectations justice from viewpoints customers. Theoretical Framework: Understanding customers’ recovery after is essential to providers, as services are highly prone failures. The mismatch between action provider will cause dissatisfaction customer. Hence, this considered varying perceptions leading dissimilar customers in terms justice. Design/Methodology/Approach: has adopted three stage methodologies. In I, exploratory interviews with officials eight airlines passengers were conducted, along perusal airline websites, for obtaining situations. II, these situations used questionnaire 1, responses 313 determine seriousness manageability scenarios. III, 459 questionnaires 2 A helped unearth their justice, using collected II. Findings: demonstrates that types namely, procedural, interactional, distributive preferred different order, depending on whether circumstances present or absent. findings may not be generalizable across industries due varied servicescapes industries. Research, Practical/ & Social Implications: Depending scenarios, firm's resources can properly directed towards delivering desired stall client flight by preventing secondary discontent recovery, which explained double deviation, open door relationship marketing. Originality/Value: Even though studies have garnered a lot attention, combined effect customers' was apparent. enhances body knowledge presenting how two variables, when taken together, would affect order preference