Development Of A Service Recovery Framework For The Libyan Airline Industry

This study will analyse different strategies regarding service recovery in the airline industry, specifically Libyan Airlines. This research enhances our understanding of the multifaceted nature of service recovery and demonstrates the salience of several dimensions in relationship to customer satisfaction, loyalty and trust. The dearth of expansive literature addressing service recovery specifically in the Libyan aviation context highlights a research gap this study seeks to bridge. The two main research objectives are as follows. The study focused on service recovery strategies that could lead Libyan Airlines to recover from a service failure and keep its customers satisfied, loyal and trustful. Second: to assess significant organizational factors affecting the design and implementation of service recovery strategies, such as employee training, communication channels and customer participation. The study applied a qualitative research design and used semi-structured interviews as its primary data collection method. The process led to a more detailed, nuanced perspective of the research phenomenon. Qualitative thematic analysis of the 28 interviews data facilitated a deeper understanding of the multiple dimensions of service recovery strategies and their inevitable contribution to mending customer–provider relationships post-service failures. The study’s findings highlight the importance of good service recovery in increasing customer satisfaction, loyalty and trust after a failure. In addition to that aspect, the work consolidates attention on critical organizational variables in the composing and executing of effective service recovery strategies. The research makes significant theoretical contributions. The investigation integrates justice theory as well as commitment-trust theory within a framework of service recovery. This novel theoretical binding not only extends knowledge of service recovery but also can serve as a foundation for forthcoming investigations in this area. The practical implications of the study are equally profound. An analysis of the study results provided several practical implications that can assist airlines in improving their service recovery and crisis management performance. This thesis provides a deep, comprehensive and nuanced investigation of service recovery in the context of the Libyan aviation industry. This study integrates theoretical elements with empirical aspects of service recovery, and contributes an expanded comprehension regarding the dynamics of what happens when a customer–firm relationship has been broken after a failure. The theoretical and practical contributions of the research provide an invaluable resource for academia, industry practitioners and policymakers.