کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1031270 | 942922 | 2011 | 4 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
What drives passenger loyalty to traditional and low-cost airlines? A formative partial least squares approach
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موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
استراتژی و مدیریت استراتژیک
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چکیده انگلیسی
Based on a case study involving passengers from Lufthansa, Croatia Airlines and Germanwings, we examine the determinants of passenger loyalty among users of traditional full-service airlines and of low-cost carriers. In particular, using formative modeling the study analyzes the effects of service quality and price on carrier choice and loyalty.
► The paper offers a case study of customer loyalty for two traditional European airlines and a low-cost carrier.
► It makes use of a survey of passengers, supported by a Delphi analysis of experts to develop a formative model of loyalty.
► The studies find that pricing strategies and service quality dominate thinking regarding continued use of a carrier.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Air Transport Management - Volume 17, Issue 4, July 2011, Pages 237–240
Journal: Journal of Air Transport Management - Volume 17, Issue 4, July 2011, Pages 237–240
نویسندگان
Josip Mikulić, Darko Prebežac,