IN-FLIGHT SERVICE PERFORMANCE AND PASSENGER LOYALTY: A CROSS-NATIONAL (CHINA/KOREA) STUDY OF TRAVELERS USING LOW-COST CARRIERS

Title
IN-FLIGHT SERVICE PERFORMANCE AND PASSENGER LOYALTY: A CROSS-NATIONAL (CHINA/KOREA) STUDY OF TRAVELERS USING LOW-COST CARRIERS
Other Titles
KOREA) STUDY OF TRAVELERS USING LOW-COST CARRIERS
Author
현성협
Keywords
Airline industry; in-flight service performances; Chinese and Korean travelers; value; satisfaction; trust; passenger loyalty
Issue Date
2014-07
Publisher
Haworth
Citation
Journal of travel & tourism marketing,v.31 no.5, pp.589 - 609
Abstract
While a moderate amount of empirical research has been conducted on passenger loyalty in the low-cost airline industry, there has been no research on the impacts of in-flight core- and encounter-service performance, perceived value, satisfaction, trust, or cultural influences on passenger loyalty. This study looked at these impacts in cross-national field research involving China and Korea. A survey was conducted on international flights between Busan and Qingdao. A total of 346 cases were used in data analysis. Results of the structural model showed that the proposed theoretical relationships were all significant; in-flight encounter-service performance was prominent, and value, satisfaction, and trust had a significant mediating impact. In addition, findings from the metric invariance revealed that the strength of the relationships, particularly among service performances, value, and satisfaction in the proposed model, significantly differed across Chinese and Korean passenger groups. The authors highlight key practical and research implications.
URI
http://www.tandfonline.com/doi/full/10.1080/10548408.2014.883954http://hdl.handle.net/20.500.11754/50856
ISSN
1054-8408; 1540-7306
DOI
10.1080/10548408.2014.883954
Appears in Collections:
COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > ETC
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