... exploratory and confirmatory factor analysis. To validate the hypotheses, surveys are realized in a major international airline. Structural equation modelling confirms the research model. Findings – Perceived value and loyalty vary according to purchase orientation, in support of the SDT. Intrinsic...

...Rama K. Jayanti; S.V. Jayanti Purpose The purpose of this paper is to explore the influence of bankruptcies on the market share effects of rival firms in the airline industry. Design/methodology/approach Employing event study methodology, the authors examine the impact of bankruptcies on major...

... the dimensions, and their relationships, that determine service quality among internal customers (front‐line staff) and internal suppliers (support staff) within a large service organisation, namely, Singapore Airlines. The dependent variable in this study was internal service quality (ISQ), while...

...Fareena Sultan; Merlin C. Simpson, Jr The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings...

.... Examines the impacts of service failure on the quality of relationships between airlines and their customers who have suffered service failure. In particular, the effects on customers’ trust and commitment to the relationship are studied, the latter being assessed in terms of their willingness to recommend...

...Dennis Pedrick; Emin Babakus; Andrea Richardson Discusses the importance of qualitative data from customers in customer satisfaction measurement programs. Presents results of a study which is based on customer comments, using airline flight attendants as the target customer population. Indicates...

...Terrence J. Kearney Discusses frequent flyer programs, promotional programs aimed at increasing brand loyalty among the important business travel market segment. Shows how what seemed like a good marketing strategy has turned into a nightmare for nearly all parties concerned; airlines have found...