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Perceptions of premium service and superiority: Why do customers pay more for high-value-added domestic airline services in Japan?

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  • Osaki, Takanori
  • Kubota, Yukihiko

Abstract

This paper clarifies the factors influencing customers' perceptions of premium service and superiority for high-value-added domestic airline services in Japan, and explains how these perceptions impact customer loyalty.

Suggested Citation

  • Osaki, Takanori & Kubota, Yukihiko, 2016. "Perceptions of premium service and superiority: Why do customers pay more for high-value-added domestic airline services in Japan?," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 196-201.
    • Handle: RePEc:eee:jaitra:v:57:y:2016:i:c:p:196-201
    DOI: 10.1016/j.jairtraman.2016.08.004
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    References listed on IDEAS

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    1. Huse, Cristian & Evangelho, Fabio, 2007. "Investigating business traveller heterogeneity: Low-cost vs full-service airline users?," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 43(3), pages 259-268, May.
    2. Rico Merkert & James Pearson, 2015. "A Non-parametric Efficiency Measure Incorporating Perceived Airline Service Levels and Profitability," Journal of Transport Economics and Policy, University of Bath, vol. 49(2), pages 261-275, April.
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    4. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    5. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    6. Lena Steinhoff & Robert W. Palmatier, 2016. "Understanding loyalty program effectiveness: managing target and bystander effects," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 88-107, January.
    7. Fourie, Colette & Lubbe, Berendien, 2006. "Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 98-102.
    8. Claussen, Jan & O'Higgins, Eleanor, 2010. "Competing on value: Perspectives on business class aviation," Journal of Air Transport Management, Elsevier, vol. 16(4), pages 202-208.
    9. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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    Cited by:

    1. Diogo Lima & Ricardo F. Ramos & Pedro Miguel Oliveira, 2024. "Customer satisfaction in the pet food subscription-based online services," Electronic Commerce Research, Springer, vol. 24(2), pages 745-769, June.
    2. Yue Jiao & Yui-yip Lau & Jing Gao, 2024. "Exploring the factors affecting cruise passengers’ perceptions of value for money expressed in online reviews," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
    3. Özlem Atalık & Mahmut Bakır & Şahap Akan, 2019. "The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry," Administrative Sciences, MDPI, vol. 9(1), pages 1-15, March.
    4. Arim Park & Min Kyung Lee & Hyosoo (Kevin) Park & Ji-Hung (Ryan) Choi & Ju Myung Song, 2023. "The impact of security oversight on air cargo price and demand," Journal of Transportation Security, Springer, vol. 16(1), pages 1-22, December.

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