... expects that a choice between recovery outcomes presents stranded passengers with a regained sense of control, and leaves them more satisfied with the recovery and with the airline. In the academic literature, several studies have found that a choice of outcomes enhances perceived control and recovery...

... literature suggests that customers enjoy increased perceived control over the process of service delivery (e.g. Cheung and To, 2011 ; Bendapudi and Leone, 2003 ; Meuter et al., 2000) which in turn enhances customer experience and improves the service provider’s competitive advantage (Lusch et...