Visualising Disruption Management: Integrating EDM and Justice Theory for Airport Rail Link Services

This study investigates how Airport Rail Link (ARL) users without prior experience of service disruption evaluate disruption management strategies during unexpected disruptions. While previous studies have focused on passengers who have encountered disruptions, little is known about the expectations and perceptions of users who have never faced such events. Integrating the Expectancy Disconfirmation Model (EDM) with Justice Theory, this study examines the roles of normative expectations, perceived fairness and performance in shaping disconfirmation judgments. To address methodological challenges in capturing expectations for hypothetical scenarios, a comic-strip-based questionnaire was developed. This visual approach depicted realistic disruption scenarios and response actions, enabling respondents to assess fairness across distributive, procedural and interactional dimensions before comparing perceived performance with initial expectations. The instrument was pretested and piloted to ensure its clarity and f