Research on the planned failure and recovery in airline overbooking

Xiang Zhang; Jun Chen; Jin Huang; Huimin Wang; Yunhai Pan; Guoxin Wang

doi:10.1109/IEEM.2009.5373020

Research on the planned failure and recovery in airline overbooking

Xiang Zhang^*
, Jun Chen
, Jin Huang
, Huimin Wang
, Yunhai Pan
, Guoxin Wang

^*Corresponding author for this work

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

2 Citations (Scopus)

Abstract

The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer's satisfaction and the consequential behaviors of customer.

Original language	English
Title of host publication	IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management
Pages	1307-1311
Number of pages	5
DOIs	https://doi.org/10.1109/IEEM.2009.5373020
Publication status	Published - 2009
Event	IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009 - Hong Kong, China Duration: 8 Dec 2009 → 11 Dec 2009

Publication series

Name	IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management

Conference

Conference	IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009
Country/Territory	China
City	Hong Kong
Period	8/12/09 → 11/12/09

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

Keywords

Airline overbooking
Critical incident technique
Planned failure
Service recovery

Access to Document

10.1109/IEEM.2009.5373020

Cite this

Zhang, X., Chen, J., Huang, J., Wang, H., Pan, Y., & Wang, G. (2009). Research on the planned failure and recovery in airline overbooking. In IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management (pp. 1307-1311). Article 5373020 (IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management). https://doi.org/10.1109/IEEM.2009.5373020

@inproceedings{bc91857d96ce4a559d312bfb8641fd73,

title = "Research on the planned failure and recovery in airline overbooking",

abstract = "The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer's satisfaction and the consequential behaviors of customer.",

keywords = "Airline overbooking, Critical incident technique, Planned failure, Service recovery",

author = "Xiang Zhang and Jun Chen and Jin Huang and Huimin Wang and Yunhai Pan and Guoxin Wang",

year = "2009",

doi = "10.1109/IEEM.2009.5373020",

language = "English",

isbn = "9781424448708",

series = "IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management",

pages = "1307--1311",

booktitle = "IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management",

note = "IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009 ; Conference date: 08-12-2009 Through 11-12-2009",

}

Zhang, X, Chen, J, Huang, J, Wang, H, Pan, Y & Wang, G 2009, Research on the planned failure and recovery in airline overbooking. in IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management., 5373020, IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management, pp. 1307-1311, IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009, Hong Kong, China, 8/12/09. https://doi.org/10.1109/IEEM.2009.5373020

Research on the planned failure and recovery in airline overbooking. / Zhang, Xiang; Chen, Jun; Huang, Jin et al.
IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management. 2009. p. 1307-1311 5373020 (IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management).

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

TY - GEN

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AU - Chen, Jun

AU - Huang, Jin

AU - Wang, Huimin

AU - Pan, Yunhai

AU - Wang, Guoxin

PY - 2009

Y1 - 2009

N2 - The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer's satisfaction and the consequential behaviors of customer.

AB - The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method based on the data collected in the Chinese aviation industry. As contributions, this study firstly defines the planned failure and distinguished the concept from the traditional service recovery. Secondly, this study presents a classification system of the critical incidents accounting for the recovery process, outcome and customer consequential behaviors. The proposed framework helps link the critical incidents of company to customer's satisfaction and the consequential behaviors of customer.

KW - Airline overbooking

KW - Critical incident technique

KW - Planned failure

KW - Service recovery

UR - https://www.scopus.com/pages/publications/77949518200

U2 - 10.1109/IEEM.2009.5373020

DO - 10.1109/IEEM.2009.5373020

M3 - Conference contribution

AN - SCOPUS:77949518200

SN - 9781424448708

T3 - IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management

SP - 1307

EP - 1311

BT - IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management

T2 - IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009

Y2 - 8 December 2009 through 11 December 2009

ER -

Zhang X, Chen J, Huang J, Wang H, Pan Y, Wang G. Research on the planned failure and recovery in airline overbooking. In IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management. 2009. p. 1307-1311. 5373020. (IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management). doi: 10.1109/IEEM.2009.5373020

Research on the planned failure and recovery in airline overbooking

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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