Keywords

commitment, generation y, online service recovery, travel planning, trust

Abstract

There is a gap in the literature with respect to studies that examined the importance of service recovery for Generation Y customers in an online travel context. This study examines various dimensions of commitment important to the development and maintenance of enduring relationships with Generation Y. The theoretical foundations for this study are based on social exchange theory, commitment-trust theory, and organizational commitment theory. The results of the study shows that affective commitment and trust are the most important constructs for building longterm relationships following service recovery; on the other hand, calculative commitment had negative impact on trust. The implications of these findings for both research and practitioners are discussed in the final section of the study.

Publication Date

6-1-2010

Original Citation

Nusair, K. (2011)."Examining the relationship among service recovery, affective commitment, calculative commitment, and trust for e-travel retailers". The role of e-service recovery in building long-term customer relationships." Journal of Information Technology and Tourism, 12, 317-330.

DOI

10.3727/109830511X13049763021899

Number of Pages

317-330

Document Type

Paper

Language

English

Source Title

Information Technology and Tourism

Volume

12

Issue

4

Publication Version

Publisher's version

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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