Naslov
Developing service improvement strategies under consideration of multicollinearity and asymmetries in loyalty intentions – A study from the airline industry

Autori
Mikulić, Josip ; Prebežac, Darko

Vrsta, podvrsta i kategorija rada
Poglavlja u knjigama, znanstveni

Knjiga
QUIS 11: Moving Forward with Service Quality

Urednik/ci
Stauss, Bernd ; Brown, Stephen, W. ; Edvardsson, Bo ; Johnston, Robert

Izdavač
Catholic University of Eichstaett-Ingolstadt

Grad
Wolfsburg

Godina
2009

Raspon stranica
414-423

ISBN
978-3-00-027342-1

Ključne riječi
improvement priorities, multicollinearity, asymmetry, loyalty

Sažetak
The aim of this paper is to introduce a regression-based analytical framework for developing service improvement strategies which account for asymmetric effects in customer satisfaction and loyalty. A hierarchical research design is applied to minimize the risk of multicollinearity. The high managerial value of the framework is demonstrated in a case study on airline passenger satisfaction. A four-dimensional importance-performance analysis is used to derive improvement-priorities of the main components of airline passenger services, whereas several determinance-asymmetry analyses are used to derive priorities of the service attribute forming the service components.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija, Psihologija

POVEZANOST RADA