Service Recovery of Air Transportation, Supply Chain Performance, and Overall Operation in the Export Business

Abstract

This research was a mixed research with the following objectives: To study the service recovery, supply chain performance, and overall operation in the export business in order to create a model of service restoring for air transportation that affects the supply chain performance and overall operation in the export business. The qualitative research employed in-depth interviews of 15 key informants whereas the quantitative research employed proportional stratified random sampling of 355 respondents.. It was found that service recovery had a positive direct influence on supply chain performance. The supply chain performance in turn had a positive direct influence on the overall operation in the export business. Moreover, customer relationship management had a positive direct influence on the supply chain performance in the export business. The research came up with a model: Service Restoring for Supply Chain Performance and Operation Model (SRSCPO Model).