{"id":"https://openalex.org/W4396646996","doi":"https://doi.org/10.1177/21582440241248334","title":"Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory","display_name":"Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory","publication_year":2024,"publication_date":"2024-04-01","ids":{"openalex":"https://openalex.org/W4396646996","doi":"https://doi.org/10.1177/21582440241248334"},"language":"en","primary_location":{"id":"doi:10.1177/21582440241248334","doi":"https://doi.org/10.1177/21582440241248334","is_oa":true,"landing_page_url":"https://doi.org/10.1177/21582440241248334","pdf_url":null,"source":{"id":"https://openalex.org/S148277943","display_name":"SAGE Open","issn_l":"2158-2440","issn":["2158-2440"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sage Open","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1177/21582440241248334","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049026628","display_name":"Nguyen Ngoc Hien","orcid":"https://orcid.org/0000-0002-3093-9065","observed_orcids":["https://orcid.org/0000-0002-3093-9065"]},"institutions":[{"id":"https://openalex.org/I202539009","display_name":"Industrial University of Ho Chi Minh City","ror":"https://ror.org/03mj71j26","country_code":"VN","type":"education","lineage":["https://openalex.org/I202539009"]}],"countries":["VN"],"is_corresponding":true,"raw_author_name":"Nguyen Ngoc Hien","raw_affiliation_strings":["Industrial University of Ho Chi Minh City, Vietnam"],"raw_orcid":"https://orcid.org/0000-0002-3093-9065","affiliations":[{"raw_affiliation_string":"Industrial University of Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I202539009"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5042023739","display_name":"Nguy\u1ec5n Th\u00e0nh Long","orcid":"https://orcid.org/0000-0001-9634-3160","observed_orcids":["https://orcid.org/0000-0001-9634-3160"]},"institutions":[{"id":"https://openalex.org/I202539009","display_name":"Industrial University of Ho Chi Minh City","ror":"https://ror.org/03mj71j26","country_code":"VN","type":"education","lineage":["https://openalex.org/I202539009"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Nguyen Thanh Long","raw_affiliation_strings":["Industrial University of Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Industrial University of Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I202539009"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5106568026","display_name":"Vo Tan Liem","orcid":"https://orcid.org/0009-0001-0457-8534","observed_orcids":["https://orcid.org/0009-0001-0457-8534"]},"institutions":[{"id":"https://openalex.org/I208356959","display_name":"V\u0103n Hi\u1ebfn University","ror":"https://ror.org/00vbzs544","country_code":"VN","type":"education","lineage":["https://openalex.org/I208356959"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Vo Tan Liem","raw_affiliation_strings":["Van Hien University, Ho Chi Minh City, Vietnam"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Van Hien University, Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I208356959"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010950226","display_name":"Danh Xuan Luu","orcid":"https://orcid.org/0000-0003-2764-4917","observed_orcids":["https://orcid.org/0000-0003-2764-4917"]},"institutions":[{"id":"https://openalex.org/I202539009","display_name":"Industrial University of Ho Chi Minh City","ror":"https://ror.org/03mj71j26","country_code":"VN","type":"education","lineage":["https://openalex.org/I202539009"]}],"countries":["VN"],"is_corresponding":false,"raw_author_name":"Danh Xuan Luu","raw_affiliation_strings":["Industrial University of Ho Chi Minh City, Vietnam"],"raw_orcid":"https://orcid.org/0000-0003-2764-4917","affiliations":[{"raw_affiliation_string":"Industrial University of Ho Chi Minh City, Vietnam","institution_ids":["https://openalex.org/I202539009"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5049026628"],"corresponding_institution_ids":["https://openalex.org/I202539009"],"apc_list":{"value":1600,"currency":"USD","value_usd":1600},"apc_paid":{"value":1600,"currency":"USD","value_usd":1600},"fwci":18.7724,"has_fulltext":false,"cited_by_count":37,"citation_normalized_percentile":{"value":0.99416239,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"14","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/expectation-disconfirmation-theory","display_name":"expectancy disconfirmation theory","score":0.9789999723434448},{"id":"https://openalex.org/keywords/anger","display_name":"anger","score":0.531000018119812},{"id":"https://openalex.org/keywords/frustration","display_name":"frustration","score":0.8849999904632568},{"id":"https://openalex.org/keywords/worry","display_name":"worry","score":0.9649999737739563},{"id":"https://openalex.org/keywords/word-of-mouth-intention","display_name":"word-of-mouth intention","score":0.8130000233650208},{"id":"https://openalex.org/keywords/customer-complaints","display_name":"customer complaints","score":0.7839999794960022},{"id":"https://openalex.org/keywords/switching-intention","display_name":"switching intention","score":0.6150000095367432}],"concepts":[{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.7318639159202576},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.6689527034759521},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5845937728881836},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5795528292655945},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.4716096520423889},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.43641185760498047},{"id":"https://openalex.org/C2779978724","wikidata":"https://www.wikidata.org/wiki/Q1436482","display_name":"Worry","level":3,"score":0.4336446225643158},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.42914968729019165},{"id":"https://openalex.org/C3020014160","wikidata":"https://www.wikidata.org/wiki/Q6987190","display_name":"Negative emotion","level":2,"score":0.4199875593185425},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3710157871246338},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.37059903144836426},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.21132856607437134},{"id":"https://openalex.org/C558461103","wikidata":"https://www.wikidata.org/wiki/Q154430","display_name":"Anxiety","level":2,"score":0.11094969511032104},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1177/21582440241248334","doi":"https://doi.org/10.1177/21582440241248334","is_oa":true,"landing_page_url":"https://doi.org/10.1177/21582440241248334","pdf_url":null,"source":{"id":"https://openalex.org/S148277943","display_name":"SAGE Open","issn_l":"2158-2440","issn":["2158-2440"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sage Open","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:sae:sagope:v:14:y:2024:i:2:p:21582440241248334","doi":null,"is_oa":false,"landing_page_url":"https://journals.sagepub.com/doi/10.1177/21582440241248334","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:doaj.org/article:5eb3adf7d0c84af6803b4b79c7525580","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/5eb3adf7d0c84af6803b4b79c7525580","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SAGE Open, Vol 14 (2024)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1177/21582440241248334","doi":"https://doi.org/10.1177/21582440241248334","is_oa":true,"landing_page_url":"https://doi.org/10.1177/21582440241248334","pdf_url":null,"source":{"id":"https://openalex.org/S148277943","display_name":"SAGE Open","issn_l":"2158-2440","issn":["2158-2440"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sage Open","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[{"id":"https://openalex.org/F8290777428","display_name":"Tr\u01b0\u1eddng \u0110\u1ea1i h\u1ecdc C\u00f4ng nghi\u1ec7p th\u00e0nh ph\u1ed1 H\u1ed3 Ch\u00ed Minh","ror":"https://ror.org/03mj71j26"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":77,"referenced_works":["https://openalex.org/W1203492358","https://openalex.org/W1484864026","https://openalex.org/W1666229076","https://openalex.org/W1970000807","https://openalex.org/W1970521565","https://openalex.org/W1979907230","https://openalex.org/W1983225075","https://openalex.org/W2000380427","https://openalex.org/W2006882762","https://openalex.org/W2012519897","https://openalex.org/W2013773995","https://openalex.org/W2026882982","https://openalex.org/W2028184439","https://openalex.org/W2039619242","https://openalex.org/W2046981817","https://openalex.org/W2048052918","https://openalex.org/W2070353832","https://openalex.org/W2070979498","https://openalex.org/W2077947807","https://openalex.org/W2078219616","https://openalex.org/W2085211624","https://openalex.org/W2088697777","https://openalex.org/W2101369668","https://openalex.org/W2106096361","https://openalex.org/W2110506823","https://openalex.org/W2118338381","https://openalex.org/W2120115642","https://openalex.org/W2135312898","https://openalex.org/W2136623166","https://openalex.org/W2143554521","https://openalex.org/W2155564152","https://openalex.org/W2159544380","https://openalex.org/W2164309533","https://openalex.org/W2181537948","https://openalex.org/W2292089056","https://openalex.org/W2313837232","https://openalex.org/W2316238031","https://openalex.org/W2336195358","https://openalex.org/W2509111991","https://openalex.org/W2514281998","https://openalex.org/W2615324008","https://openalex.org/W2762896489","https://openalex.org/W2788548432","https://openalex.org/W2788766018","https://openalex.org/W2792267662","https://openalex.org/W2811043562","https://openalex.org/W2818993982","https://openalex.org/W2885185956","https://openalex.org/W2891100457","https://openalex.org/W2896498531","https://openalex.org/W2914608977","https://openalex.org/W2939399411","https://openalex.org/W2950929141","https://openalex.org/W2956006366","https://openalex.org/W2958352199","https://openalex.org/W2960738664","https://openalex.org/W2970622280","https://openalex.org/W2984697422","https://openalex.org/W2993724540","https://openalex.org/W2998232039","https://openalex.org/W3000555698","https://openalex.org/W3004239286","https://openalex.org/W3015010220","https://openalex.org/W3025554147","https://openalex.org/W3103601763","https://openalex.org/W3121842723","https://openalex.org/W3125128011","https://openalex.org/W3130353832","https://openalex.org/W3135361419","https://openalex.org/W3154443008","https://openalex.org/W4206730130","https://openalex.org/W4235678817","https://openalex.org/W4241430965","https://openalex.org/W4245744384","https://openalex.org/W4288050288","https://openalex.org/W4295060096","https://openalex.org/W4295338514"],"related_works":["https://openalex.org/W2533368584","https://openalex.org/W3143626098","https://openalex.org/W1968612550","https://openalex.org/W1483547877","https://openalex.org/W1701324409","https://openalex.org/W2366447499","https://openalex.org/W4296691868","https://openalex.org/W338543043","https://openalex.org/W4213204441","https://openalex.org/W2171084114"],"abstract_inverted_index":{"Air":[0],"service":[1,32,52,65,89,122,155],"failures":[2,33],"and":[3,38,47,83,95,109,130,142],"negative":[4,36,39,99,114,128],"customer":[5],"reactions":[6],"have":[7],"been":[8],"the":[9,20,28,68,78,98,144,147,151],"subjects":[10],"of":[11,30,41,101,146,153],"increasing":[12],"media":[13],"attention":[14],"in":[15],"recent":[16],"years.":[17],"Drawing":[18],"upon":[19],"expectation":[21],"disconfirmation":[22],"theory":[23,149],"(EDT),":[24],"this":[25,96],"study":[26,138],"investigates":[27],"impact":[29],"airline":[31,88,121,154],"on":[34,44],"various":[35],"emotions":[37,100],"behaviors":[40],"customers":[42,60],"based":[43],"prior":[45,81],"expectations":[46,82],"actual":[48,84],"experiences":[49,85],"after":[50],"a":[51],"failure.":[53],"The":[54,72,103],"collected":[55],"data":[56],"was":[57],"from":[58],"561":[59],"who":[61],"experienced":[62],"an":[63,87,120],"air":[64],"failure":[66,90,123],"within":[67],"past":[69],"6":[70],"months.":[71],"results":[73,104],"show":[74,106],"that,":[75,107],"consistent":[76],"with":[77],"EDT":[79,148],"theory,":[80],"when":[86],"occurs":[91],"lead":[92,112],"to":[93,113,132,134,150],"disconfirmation,":[94],"determines":[97],"customers.":[102],"also":[105],"worry":[108],"frustration":[110],"only":[111],"word-of-mouth":[115],"intentions.":[116],"Meanwhile,":[117],"anger":[118],"over":[119],"will":[124],"affect":[125],"both":[126],"complaints,":[127],"word-of-mouth,":[129],"intention":[131],"switch":[133],"another":[135],"airline.":[136],"This":[137],"contributes":[139],"by":[140],"expanding":[141],"showcasing":[143],"applicability":[145],"domain":[152],"failures.":[156]},"counts_by_year":[{"year":2026,"cited_by_count":17},{"year":2025,"cited_by_count":16},{"year":2024,"cited_by_count":4}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2025-10-10T00:00:00"}