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Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective

Sustainability, 2024-04, Vol.16 (7), p.2773 [Peer Reviewed Journal]

COPYRIGHT 2024 MDPI AG ;2024 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 2071-1050 ;EISSN: 2071-1050 ;DOI: 10.3390/su16072773

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  • Title:
    Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective
  • Author: Shin, RiHyun ; Park, Jin-Woo ; Choi, DongRyeol
  • Subjects: Air travel ; Aircraft ; Airlines ; Aviation ; Behavior ; Brand loyalty ; Customer services ; Emotions ; Investigations ; Passengers ; Social networks ; South Korea ; Surveys ; United Kingdom
  • Is Part Of: Sustainability, 2024-04, Vol.16 (7), p.2773
  • Description: The aim of this research is to examine the impact of bystander appraisal components, specifically congruence and relevance, on the intention to share negative experiences resulting from disruptive passengers on a flight. The investigation focuses on the mediating factors of negative emotions, satisfaction with service recovery, and trust in the airline. Employing a scenario-based approach, the detailed perceptions of passengers who may not have directly encountered disruptive behavior were explored. A total of 368 questionnaires were collected, and a structural equation model (SEM) was utilized to assess the relationship between bystanders’ appraisal and their intention to share. The results revealed that relevance positively correlated with negative emotions, and congruence significantly affected negative emotions. Moreover, negative emotions had a negative impact on both satisfaction with service recovery (SSR) and airline trust. Both SSR and airline trust, influenced by negative emotions, were found to negatively affect the intention to share. The results will help inform strategies to manage and mitigate in-flight disturbances, so that a high-quality cabin service can be maintained and the overall airline reputation does not suffer.
  • Publisher: Basel: MDPI AG
  • Language: English
  • Identifier: ISSN: 2071-1050
    EISSN: 2071-1050
    DOI: 10.3390/su16072773
  • Source: Geneva Foundation Free Medical Journals at publisher websites
    ROAD: Directory of Open Access Scholarly Resources
    ProQuest Central
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