Investigating the effects of service recovery quality elements on passengers' behavioral intention

• We investigate how the elements of restoring the quality of airline service influences passengers' behavioral intention.
• Promptness was found to have a positive effect on the image of the airline.
• A recovered image of the airline was found to have a positive effect on the recovery satisfaction and behavioral intention.

This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure.