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Dergiler / Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi / 2026 / Volume: 13 Issue: 3

The Priority of Distributive over Interactional Justice in Service Recovery: Turkish Air Passengers’ Emotional and Behavioral Responses Following Overbooking

Hüseyin Şenerol(SELÇUK ÜNİVERSİTESİ)0000-0002-9776-7747
Ali Emre Sarılgan(Eskişehir Technical University)0000-0001-9070-9758
Sayfa
—
Yayın Tarihi
2026-09-30
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⚡ TL;DR(1 Cümlede Hızlı Çıkarım)

This research contributes to the field by detailing these specific interaction patterns within the Turkish aviation market.

📌 3 Maddede Bu Makale

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Amaç & Hipotez:The present study investigates Turkish air passengers' responses to service failures and subsequent recovery efforts resulting from overbooking incidents.
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Temel Bulgular & Veri:The study utilized a scenario-based method involving 297 participants recruited via convenience sampling.
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Sonuç & Katkı:This research contributes to the field by detailing these specific interaction patterns within the Turkish aviation market.
🔬Tür:Research Article
📍Kapsam:Genişletilmiş Akademik Örneklem
⚙️Değişkenler:Service Failure · Justice Perception · Emotional Responses

Abstract

The present study investigates Turkish air passengers' responses to service failures and subsequent recovery efforts resulting from overbooking incidents. This paper investigates the impact of justice dimensions on air passengers' emotions and behaviors following disruptions. The study utilized a scenario-based method involving 297 participants recruited via convenience sampling. We found that tangible fairness (distributive justice) has the strongest impact, significantly altering recovery satisfaction and emotional responses. Our analysis highlights a distinct contrast: negative emotions actively reduce recovery satisfaction, yet positive emotions show no statistical significance. On the behavioral side, the data confirms that satisfaction acts as a direct precursor to both repurchase intention and positive word-of-mouth. Consequently, operational protocols necessitate a departure from scripted apologies in favor of a compensation matrix that addresses the precise nature of the disruption. This research contributes to the field by detailing these specific interaction patterns within the Turkish aviation market.

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Bu Makaleye Atıf Yap

Şenerol, H., Sarılgan, A. E. (2026). The Priority of Distributive over Interactional Justice in Service Recovery: Turkish Air Passengers’ Emotional and Behavioral Responses Following Overbooking. Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, Volume: 13 Issue: 3. https://doi.org/10.30798/makuiibf.1889116

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Kaynakça (16)

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