| Article ID | Journal | Published Year | Pages | File Type |
|---|---|---|---|---|
| 7435445 | Journal of Air Transport Management | 2016 | 6 Pages |
Abstract
The most valuable finding is the distinction between the perceptions of premium service and superiority, both of which strongly influence customer loyalty. This finding has two important implications. First, staff correspondence has a strong influence on customer loyalty - not directly, but through customers' perceptions of premium service and superiority. Second, perceptions of premium service and superiority influence customer loyalty separately. This finding may assist in the development of innovative high-value-added services.
Keywords
Related Topics
Social Sciences and Humanities
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Strategy and Management
Authors
Takanori Osaki, Yukihiko Kubota,