Regulatory focus and recovery fit in airline overbooking

Xiang Zhang; Peng Wang; Yuehui Wang; Guoxin Wang

doi:10.1109/IEEM.2010.5675609

Regulatory focus and recovery fit in airline overbooking

Xiang Zhang^*, Peng Wang, Yuehui Wang, Guoxin Wang

^*Corresponding author for this work

School of Mechanical Engineering

Beijing Institute of Technology

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

3 Citations (Scopus)

Abstract

Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the results show that customers under time pressure prefer preventing losses, whereas time enough customers concern more about achieving gains. The current recovery practices can be classified into promotion versus prevention orientation. A fit in recovery practices and customers regulatory orientations may bring higher satisfaction for customers than those who are not fit their regulatory orientation. The results may help airline companies make better recovery strategies.

Original language	English
Title of host publication	IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management
Pages	758-761
Number of pages	4
DOIs	https://doi.org/10.1109/IEEM.2010.5675609
Publication status	Published - 2010
Event	IEEE International Conference on Industrial Engineering and Engineering Management, IEEM2010 - Macao, China Duration: 7 Dec 2010 → 10 Dec 2010

Publication series

Name	IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management

Conference

Conference	IEEE International Conference on Industrial Engineering and Engineering Management, IEEM2010
Country/Territory	China
City	Macao
Period	7/12/10 → 10/12/10

Keywords

Overbooking
Regulatory focus
Service recovery

Access to Document

10.1109/IEEM.2010.5675609

Cite this

Zhang, X., Wang, P., Wang, Y., & Wang, G. (2010). Regulatory focus and recovery fit in airline overbooking. In IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management (pp. 758-761). Article 5675609 (IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management). https://doi.org/10.1109/IEEM.2010.5675609

@inproceedings{f13674dc7ad94cef8baade3b730ab4dd,

title = "Regulatory focus and recovery fit in airline overbooking",

abstract = "Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the results show that customers under time pressure prefer preventing losses, whereas time enough customers concern more about achieving gains. The current recovery practices can be classified into promotion versus prevention orientation. A fit in recovery practices and customers regulatory orientations may bring higher satisfaction for customers than those who are not fit their regulatory orientation. The results may help airline companies make better recovery strategies.",

keywords = "Overbooking, Regulatory focus, Service recovery",

author = "Xiang Zhang and Peng Wang and Yuehui Wang and Guoxin Wang",

year = "2010",

doi = "10.1109/IEEM.2010.5675609",

language = "English",

isbn = "9781424485031",

series = "IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management",

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booktitle = "IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management",

note = "IEEE International Conference on Industrial Engineering and Engineering Management, IEEM2010 ; Conference date: 07-12-2010 Through 10-12-2010",

}

Zhang, X, Wang, P, Wang, Y & Wang, G 2010, Regulatory focus and recovery fit in airline overbooking. in IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management., 5675609, IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management, pp. 758-761, IEEE International Conference on Industrial Engineering and Engineering Management, IEEM2010, Macao, China, 7/12/10. https://doi.org/10.1109/IEEM.2010.5675609

Regulatory focus and recovery fit in airline overbooking. / Zhang, Xiang; Wang, Peng; Wang, Yuehui et al.
IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management. 2010. p. 758-761 5675609 (IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Regulatory focus and recovery fit in airline overbooking

AU - Zhang, Xiang

AU - Wang, Peng

AU - Wang, Yuehui

AU - Wang, Guoxin

PY - 2010

Y1 - 2010

N2 - Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the results show that customers under time pressure prefer preventing losses, whereas time enough customers concern more about achieving gains. The current recovery practices can be classified into promotion versus prevention orientation. A fit in recovery practices and customers regulatory orientations may bring higher satisfaction for customers than those who are not fit their regulatory orientation. The results may help airline companies make better recovery strategies.

AB - Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the results show that customers under time pressure prefer preventing losses, whereas time enough customers concern more about achieving gains. The current recovery practices can be classified into promotion versus prevention orientation. A fit in recovery practices and customers regulatory orientations may bring higher satisfaction for customers than those who are not fit their regulatory orientation. The results may help airline companies make better recovery strategies.

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KW - Regulatory focus

KW - Service recovery

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M3 - Conference contribution

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T3 - IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management

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BT - IEEM2010 - IEEE International Conference on Industrial Engineering and Engineering Management

T2 - IEEE International Conference on Industrial Engineering and Engineering Management, IEEM2010

Y2 - 7 December 2010 through 10 December 2010

ER -

Regulatory focus and recovery fit in airline overbooking

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Keywords

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