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Complaint Management in Airline Industry Application of Justice Theory

Author Name: Dr. De Souza Maria Fatima | Format: Paperback | Genre : Technology & Engineering | Other Details

This book will serve as a guide to airline passengers and a magna carta in the hands of airlines managers to better understand the different types of airline passengers. The present study uses the ‘Justice Theory’ framework and links the combined effect of severity and controllability of service failure situations to the justice based recovery expectations of airline passengers. The consumer expectations are comprised of Distributive justice, Procedural justice, and Interactional justice needs as stated in the Justice Theory. The integrating effects of severity and controllability on the justice based recovery expectations are the key issues that this dissertation unfolds

This study concludes that justice based recovery expectations in complaint redressal depends on the combined effect of severity and controllability of the failure situations as perceived by the airline passengers. Further, differences are also noted among the types of passengers within each type of situation.

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Dr. De Souza Maria Fatima

Dr. Fatima De Souza is an Associate Professor of Commerce and former Officiating Principal, at the Government College of Commerce and Economics Borda - Margao, Goa under the Directorate of Higher Education Government of Goa. She has 28 years of teaching experience at the under-graduate level. She has a Master’s Degree in Commerce and Law (intellectual property rights) and a Ph.D. in marketing from The Department of Management Studies Goa University. She is into research in the area of consumer behaviour and published research papers in the reputed journals. She has organised many national and state level seminars. She has chaired sessions at the national and international seminars. She has guided more than 100 under-graduate students in their academic projects.

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