The Impact Of Customer Participation In Service Remedy On Customer Satisfaction Under Flight Delay

With the development of aviation service industry,service failure cases caused by inevitable objective factors such as weather and inappropriate airline services are also increasing day by day.At the same time,the high rate of air service complaints caused by flight delays is becoming the main factor restricting the air transport industry.In recent years,the frequent occurrence of flight delays not only reduces customer satisfaction,but sometimes even causes adverse social impact.In this context,the successful implementation of service recovery under flight delays is very important for aviation enterprises.With the change from service-oriented logic to customer-oriented logic,customers play an increasingly important role in service remediation.Researchers point out that through the participation of service remediation,customers' satisfaction with service remediation is higher.Customer participation in service remediation becomes the key to effectively enhance the brand image and industry competitiveness of enterprises.At the present stage,the research on customer participation in academia mainly focuses on enterprise performance and consumer behavior intention,and pays less attention to the different customer participation behavior in service recovery and its impact mechanism on customer satisfaction.Based on the research of related literature on customer participation service remedy,customer perceived value,customer satisfaction and self-efficacy,this paper divides customer participation service remedy under flight delay into three dimensions: information sharing,responsible behavior and interpersonal interaction,and constructs a conceptual model of the impact of customer participation service remedy on customer satisfaction.At the same time,this study takes service recovery under airline flight delays as the research background,and conducts empirical research.By means of questionnaire survey,316 valid questionnaires were collected,and the reliability and validity of data,the test of homologous variance and regression analysis were carried out by using SPSS 22.0 and AMOS 21.0 software to verify the hypothesis of the study.The results show that customer information sharing,responsibility behavior and interpersonal interaction under flight delay service remedy have positive effects on customer satisfaction;customer perceived value plays a part of intermediary role between information sharing,responsibility behavior,interpersonal interaction and customer satisfaction;self-efficacy plays a moderating role between information sharing,responsibility behavior and customer perceived value.However,the moderating effect of self-efficacy on interpersonal interaction and customer perceived value is not obvious.From the perspective of customers,this study explores the impact of customer participation in service recovery on customer satisfaction under flight delays,constructs a model of customer participation service recovery on customer satisfaction mediated by customer perceived value,and puts forward suggestions for airlines to better handle flight delays.