Efficacité des stratégies de récupération de service : cas des pratiques de surbooking dans les compagnies aériennes

الملخص EN

The aim of this research is to provide further understanding on how perceived injustice can be generated in the case of airline overbooking and its subsequent effect on satisfaction and behavioral intentions.

Herein, two antagonist approaches have been confronted: (1) Company’s approach which claims that overbooking is considered as an optimization technique allowing compensation for late cancellations, as well as for No Shows cases, and (2) Consumer approach which perceives the consequences of such overbooking as a voluntary failure, a flaw in executing the predefined contract, as well as a violation of relational norms and procedures that deal with customers.

This present investigation is mainly based on the principal theory of justice.

Hence, a causal model has been constructed in order to test an experimental design typical of 3x2x2, so as to examine the impact of perceived justice on satisfaction recovery and behavioral intentions.

More than 500 surveys have been collected from international airline passengers during their transit or embarkation in big Moroccan airport.

The results of this analysis obtained by performing multivariate analysis of co variance (MANCOVA) are conclusive.

They show that it is possible for an airline company to guarantee a certain level of satisfaction.

This could be achieved by capitalizing on the three dimensions of the justice.