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In-Flight Service Recovery - What's Been Tried, What Actually Works? : An Exploratory Study, Nicole Bennett

Theses : Honours

This study explored airline service failures that occurred in-flight (during the flight) and service recovery techniques attempted within the industry. A mixed methodology was adopted so that the key issues could be identified and the respondents' feelings and motivations could be examined. A questionnaire was developed to investigate in-flight service failures and, if any, the degree of success of the service recovery attempts, as judged by the respondent. Semi-structured interviews were then conducted to explore selected respondents' feelings and the motivations behind their answers. The rich data obtained is important because it gives the study more relevance and depth. This …