Naslov
The service-loyalty link in air transportation - Analyzing relevance, determinance and determinance-asymmetry of service elements

Autori
Mikulić, Josip ; Prebežac, Darko

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Marketing Theory Challenges in Transitional Societies / Mumel, Damian ; Pisnik Korda, Aleksandra - Maribor : Ekonomsko-poslovna fakulteta Univerze v Mariboru, 2009, 197-204

ISBN
978-961-6354-95-0

Skup
3rd International Conference - Marketing Theory Challenges in Transitional Societies

Mjesto i datum
Maribor, Slovenija, 24.09.2009. - 25.09.2009

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Airline services; improvement priorities; loyalty

Sažetak
Purpose: The aim of this paper is to analyse the nature and strength of influence that airline service elements have on intentional passenger loyalty. Based on this information, improvement-priorities of the service elements are derived. Design/methodology/approach: A regression-based framework is used to derive improvement-priorities under consideration of competitor airlines and asymmetric effects in satisfaction and intentional loyalty. A hierarchical attribute model of passenger services is used to facilitate a more detailed analysis and to minimize the risk of multicollinearity. Findings: The relevance and determinance of service elements do not necessarily converge, which has to be accounted for when prioritising service elements. Moreover, several service elements are found to have a significantly asymmetric impact on satisfaction and loyalty. Originality/value: This is the first study to compare the relevance and determinance of airline service elements, and to analyse asymmetric effects in passenger satisfaction and loyalty.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA