Identifying Antecedents and Consequences of Customer Satisfaction in the Full-Service Airline Industry
نویسندگان
چکیده
منابع مشابه
Customer Satisfaction With Game and Service Experiences: Antecedents and Consequences
Sport marketing researchers have generally studied two types of satisfaction at sporting events: game satisfaction and service satisfaction. One gap in the literature is studying the two types together. A model of the relationships between service quality, core product quality, game and service satisfaction, and behavioral intentions is proposed and tested. Data were collected from spectators a...
متن کاملAntecedents and consequences of job satisfaction in the hotel industry
The purpose of this study is to investigate the antecedents (i.e., role ambiguity and conflict, burnout, socialization, and work autonomy) and consequences (i.e., affective and continuance commitment, absenteeism, and employee turnover intention) of employee job satisfaction. Data obtained from a sample of 671 respondents drawn from 11 international tourist hotels in Taiwan were analyzed with t...
متن کاملImpact of Customer Service Practices on Customer Satisfaction and Retention
In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...
متن کاملCustomer Satisfaction in the Airline Industry: the Case of British Airways
In this paper two different non-classic methods, based on the analysis of qualitative data, are applied to evaluate customer satisfaction. The airline industry is considered with British Airways used as a case study. First, a classification algorithm based on the decision tree theory is performed. By conserving the original ordinal measuring scale for the items, it is possible to rank the dimen...
متن کاملPresenting a Model for Antecedents and Consequences of Customer in-Store Experience
The aim of this study is to investigate in-store antecedents and consequences experiences on Hyperstar Stores. There were investigated purchase intention, store environment and characteristics of employees as antecedents affecting in-store experiences; while diversion purchasing and customer satisfaction were considered as its consequences. There were designed two studies to test hypotheses. Th...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Jurnal Manajemen
سال: 2019
ISSN: 1410-3583
DOI: 10.24912/jm.v23i3.586