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Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint

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  1. Tsai, Dungchun & Chang, Shaochi & Chen, WeiWei & Tran, Chau-lan, 2008. "The market valuation of new route announcements," Journal of Air Transport Management, Elsevier, vol. 14(5), pages 252-256.
  2. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
  3. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  4. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  5. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
  6. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
  7. Mehmet YAŞAR & Emircan ÖZDEMİR, 2022. "Turning The Service Quality Approach In A Different Direction: Measuring The Ground Service Quality Perceptions Of Airlines By The Servqual Method," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 14(4), pages 5-18, December.
  8. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
  9. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
  10. Yen, Jin-Ru & Chen, Jing-Xuan, 2017. "Modelling the preference for business charter in the cross-strait market," Journal of Air Transport Management, Elsevier, vol. 64(PB), pages 151-160.
  11. Claudia Munoz & Henry Laniado & Jorge Córdoba, 2019. "Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports," Modern Applied Science, Canadian Center of Science and Education, vol. 13(11), pages 1-37, November.
  12. HakJun Song & Wenjia Ruan & Yunmi Park, 2019. "Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines," Sustainability, MDPI, vol. 11(12), pages 1-14, June.
  13. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
  14. Surovitskikh, Svetlana & Lubbe, Berendien, 2008. "Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 75-81.
  15. Martín-Consuegra, David & Esteban, à gueda, 2007. "Market orientation and business performance: An empirical investigation in the airline industry," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 383-386.
  16. Adelina Gnanlet & H. Yayla-Kullu, 2014. "Impact of national culture on the quality of information delivery in services," Service Business, Springer;Pan-Pacific Business Association, vol. 8(1), pages 135-169, March.
  17. Henderson, Isaac Levi & Tsui, Kan Wai Hong & Ngo, Thanh & Gilbey, Andrew & Avis, Mark, 2019. "Airline brand choice in a duopolistic market: The case of New Zealand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 147-163.
  18. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
  19. Huang, Wen-Hsien & Kuai, Liang, 2006. "The in-flight shopper," Journal of Air Transport Management, Elsevier, vol. 12(4), pages 207-211.
  20. Giao Ha Nam Khanh, 2017. "Customer satisfaction of Vietnam Airline domestic service quality," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-11, December.
  21. Habel, Johannes & Alavi, Sascha & Pick, Doreén, 2017. "When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules," International Journal of Research in Marketing, Elsevier, vol. 34(4), pages 919-941.
  22. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
  23. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  24. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
  25. Mayer, Robert & Ryley, Tim & Gillingwater, David, 2012. "Passenger perceptions of the green image associated with airlines," Journal of Transport Geography, Elsevier, vol. 22(C), pages 179-186.
  26. Giao, Ha Nam Khanh, 2017. "Customer Satisfaction of Vietnam Airline Domestic Services," OSF Preprints dyze3, Center for Open Science.
  27. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
  28. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
  29. Messner, Wolfgang, 2016. "The impact of an aircraft's service environment on perceptions of in-flight food quality," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 123-130.
  30. Chiu, Su-Chin & Liu, Chih-Hsing & Tu, Jin-Hua, 2016. "The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 226-234.
  31. Lu, Lin & Xu, Pei & Wang, Yen-Yao & Wang, Yu, 2023. "Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms," Journal of Business Research, Elsevier, vol. 169(C).
  32. Park, Eunil, 2019. "Corporate social responsibility as a determinant of corporate reputation in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 215-221.
  33. De Jager, J.W. & Van Zyl, D. & Toriola, A.L., 2012. "Airline service quality in South Africa and Italy," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 19-21.
  34. Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
  35. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Pakdil, Fatma & Tolon, Metehan, 2018. "Does gender matter? Considering gender of service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 73-82.
  36. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
  37. Sakano, R. & Obeng, K. & Fuller, K., 2016. "Airport security and screening satisfaction: A case study of U.S," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 129-138.
  38. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2009. "Differences in air passengers’ buying behaviour: findings from Korean and Australian international passengers," Transportation Planning and Technology, Taylor & Francis Journals, vol. 32(5), pages 441-460, April.
  39. Perçin, Selçuk, 2018. "Evaluating airline service quality using a combined fuzzy decision-making approach," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 48-60.
  40. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
  41. Md Rokibul Islam & Md Hadiuzzaman & Rajib Banik & Md Mehedi Hasnat & Sarder Rafee Musabbir & Sanjana Hossain, 2016. "Bus service quality prediction and attribute ranking: a neural network approach," Public Transport, Springer, vol. 8(2), pages 295-313, September.
  42. Gkritza, Konstantina & Niemeier, Debbie & Mannering, Fred, 2006. "Airport security screening and changing passenger satisfaction: An exploratory assessment," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 213-219.
  43. Johan W de, 2013. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach," Journal of Economics and Behavioral Studies, AMH International, vol. 5(11), pages 752-761.
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