This study deals with airlines’ handling of customer complaints pre- and post-Covid 19. Authors extracted airlines’ responses regarding redress, timeliness, apology, credibility, facilitation, and attentiveness and analyzed them pre- and post-pandemic. The results indicate the differential impacts of organizational responses on recovery satisfaction pre- and post-pandemic. Attentiveness (timeliness) had a significant role only pre- (post-) pandemic. Redress, credibility and facilitation remained crucial in both scenarios. Further, pre-pandemic results showed that the impact of organizational responses (credibility, timeliness, and facilitation) on recovery satisfaction was greater for failures associated with core rather than augmented elements of airline service. In the post-pandemic scenario, the impact of organizational responses on consumers’ recovery satisfaction was the same for both categories of service failures. Thus, post-pandemic, airlines may emphasize redress, credibility, timeliness, and facilitation responses in their social media posts for both service failure types.

中文翻译：

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航空公司社交媒体恢复满意度：新冠疫情改变了一切吗？

这项研究涉及航空公司在 Covid 19 之前和之后处理客户投诉的情况。作者提取了航空公司在补救、及时性、道歉、可信度、便利性和专注度方面的反应，并在大流行之前和之后进行了分析。结果表明，组织应对措施对大流行前后的恢复满意度有不同的影响。注意力（及时性）仅在大流行前（后）发挥重要作用。在这两种情况下，补救、可信度和便利仍然至关重要。此外，大流行前的结果表明，对于与航空服务核心而非增强要素相关的故障，组织响应（可信度、及时性和便利性）对恢复满意度的影响更大。在大流行后的情况下，对于两类服务失败，组织响应对消费者恢复满意度的影响是相同的。因此，在大流行后，航空公司可能会在社交媒体帖子中强调针对这两种服务失败类型的补救、可信度、及时性和便利响应。