Airline passenger loyalty : the distinct effects of airline passenger perceived pre-flight and in-flight service quality

Etemad-Sajadil, Reza (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Way, Sean A. (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Bohrer, Laura (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

The current study contributes to the extant literature by illustrating that airlines can enhance passenger (customer) satisfaction and loyalty by focusing on the enhancement of those aspects of the pre-flight and in-flight service experience over which they have direct control. The results indicate that airline passenger perceived pre-flight service quality and perceived in-flight service quality are distinct aspects of airline service quality that have independent and positive direct effects on airline passenger satisfaction. Moreover, perceived pre-flight service quality had a substantive, positive impact on airline passenger loyalty. Our findings illustrate the importance of airline pre-flight service quality and highlight the focal role that customer perceptions of pre-experience service quality (e.g., pre-experience communication, procedures, and interactions) play in the enhancement of customer satisfaction and fostering customer loyalty.


Mots-clés:
Type d'article:
scientifique
Faculté:
Economie et Services
Ecole:
EHL
Classification:
Economie/gestion
Date:
2016
Publié dans
Cornell Hospitality Quarterly
Numérotation (vol. no.):
May 2016, vol. 57(2), pp. 219-225
DOI:
Le document apparaît dans:

Note: The status of this file is: restricted


 Notice créée le 2016-08-28, modifiée le 2018-12-05

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