Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

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dc.contributor.authorPark, Sangwonen
dc.contributor.authorLee, Jin-Sooen
dc.contributor.authorNicolau, Juan Luisen
dc.date.accessioned2024-07-12T19:09:59Zen
dc.date.available2024-07-12T19:09:59Zen
dc.date.issued2020-06-05en
dc.description.abstractThis research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman's (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.en
dc.description.versionAccepted versionen
dc.format.extent8 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifierARTN 104163 (Article number)en
dc.identifier.doihttps://doi.org/10.1016/j.tourman.2020.104163en
dc.identifier.eissn1879-3193en
dc.identifier.issn0261-5177en
dc.identifier.orcidNicolau Gonzalbez, Juan [0000-0003-0048-2823]en
dc.identifier.otherS0261-5177(20)30087-X (PII)en
dc.identifier.pmid32518436en
dc.identifier.urihttps://hdl.handle.net/10919/120666en
dc.identifier.volume81en
dc.language.isoenen
dc.publisherElsevieren
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000550153800022&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=930d57c9ac61a043676db62af60056c1en
dc.rightsCreative Commons Attribution 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/en
dc.subjectAirline attributesen
dc.subjectAirline industryen
dc.subjectService satisfactionen
dc.subjectAsymmetric effectsen
dc.subjectService qualityen
dc.titleUnderstanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiersen
dc.title.serialTourism Managementen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2020-05-23en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Hospitality and Tourism Managementen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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