IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v38y2017icp96-107.html
   My bibliography  Save this article

An asymmetrical approach to understanding configurations of customer loyalty in the airline industry

Author

Listed:
  • Prentice, Catherine
  • Correia Loureiro, Sandra Maria

Abstract

This study employs fuzzy set qualitative comparative analysis (fsQCA) to examine asymmetrical relationships among service attributes, relationship quality, and customer loyalty in the airline industry. The study incorporates customers’ demographics and psychological variables to model customer loyalty. Customer loyalty is operationalised as behavioural and attitudinal dimensions in order to capture customers’ actual behaviours and behavioural intentions. Symmetrical testing is also used to compare findings with those from fsQCA application. The study provides various causal recipes or configurations for predicting relationship quality and customer loyalty. The comparison between symmetrical and asymmetrical findings presents deeper and more insightful information. These findings provide useful guidelines and references for the relevant researchers and practitioners. The study also contributes to the literature by utilising symmetrical and asymmetrical tools to advance understanding of antecedent conditions of relationship quality and customer loyalty.

Suggested Citation

  • Prentice, Catherine & Correia Loureiro, Sandra Maria, 2017. "An asymmetrical approach to understanding configurations of customer loyalty in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 96-107.
    • Handle: RePEc:eee:joreco:v:38:y:2017:i:c:p:96-107
    DOI: 10.1016/j.jretconser.2017.05.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698917301789
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2017.05.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Chen, Ching-Fu, 2006. "Job satisfaction, organizational commitment, and flight attendants’ turnover intentions: A note," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 274-276.
    2. Prentice, Catherine, 2014. "Who stays, who walks, and why in high-intensity service contexts," Journal of Business Research, Elsevier, vol. 67(4), pages 608-614.
    3. Myungsook An & Yonghwi Noh, 2009. "Airline customer satisfaction and loyalty: impact of in-flight service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 293-307, September.
    4. Rauyruen, Papassapa & Miller, Kenneth E., 2007. "Relationship quality as a predictor of B2B customer loyalty," Journal of Business Research, Elsevier, vol. 60(1), pages 21-31, January.
    5. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    6. Kyle C. Longest & Stephen Vaisey, 2008. "fuzzy: A program for performing qualitative comparative analyses (QCA) in Stata," Stata Journal, StataCorp LP, vol. 8(1), pages 79-104, February.
    7. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
    8. Han, Heesup, 2013. "Effects of in-flight ambience and space/function on air travelers' decision to select a low-cost airline," Tourism Management, Elsevier, vol. 37(C), pages 125-135.
    9. Ragin, Charles C., 2000. "Fuzzy-Set Social Science," University of Chicago Press Economics Books, University of Chicago Press, edition 1, number 9780226702773, September.
    10. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    11. repec:ucp:bkecon:9780226702766 is not listed on IDEAS
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Utkarsh, & Gupta, Roopak Kumar, 2022. "Effects of confidence and social benefits on consumers’ extra-role and in-role behaviors: A social identity and social exchange perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    2. Xi Chen & Chunlan Jiao & Ran Ji & Yu Li, 2021. "Examining Customer Motivation and Its Impact on Customer Engagement Behavior in Social Media: The Mediating Effect of Brand Experience," SAGE Open, , vol. 11(4), pages 21582440211, October.
    3. Mohammad Soltani Delgosha & Tahereh Saheb & Nastaran Hajiheydari, 2021. "Modelling the Asymmetrical Relationships between Digitalisation and Sustainable Competitiveness: A Cross-Country Configurational Analysis," Information Systems Frontiers, Springer, vol. 23(5), pages 1317-1337, September.
    4. Septianto, Felix & Chiew, Tung Moi, 2018. "The effects of different, discrete positive emotions on electronic word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 1-10.
    5. Jin, Ting & Prentice, Catherine & Shao, Wei, 2021. "Identifying antecedent conditions for luxury brand purchase," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    6. Laure FANGUE & Colette SIMO & Jean DOUANLA, 2020. "Effect of Customer Trust on Customer Loyalty: Case of Second-Tier Microfinance Institutions in Cameroon," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 4(6), pages 53-59, June.
    7. Park, Eunil, 2019. "The role of satisfaction on customer reuse to airline services: An application of Big Data approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 370-374.
    8. Mohammad Soltani Delgosha & Tahereh Saheb & Nastaran Hajiheydari, 0. "Modelling the Asymmetrical Relationships between Digitalisation and Sustainable Competitiveness: A Cross-Country Configurational Analysis," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
    9. Douglas, Evan & Prentice, Catherine, 2019. "Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis," Journal of Business Research, Elsevier, vol. 99(C), pages 69-79.
    10. Heesup Han & Hyoungeun Moon & Antonio Ariza-Montes & Soyeun Lee, 2020. "Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty," Sustainability, MDPI, vol. 12(3), pages 1-15, January.
    11. Prentice, Catherine & Wang, Xuequn & Loureiro, Sandra Maria Correia, 2019. "The influence of brand experience and service quality on customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 50-59.
    12. Sarker, Moniruzzaman & Mohd-Any, Amrul Asraf & Kamarulzaman, Yusniza, 2021. "Validating a consumer-based service brand equity (CBSBE) model in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Messner, Wolfgang, 2016. "The impact of an aircraft's service environment on perceptions of in-flight food quality," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 123-130.
    2. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    3. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    4. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    5. Liu, Chih-Hsing Sam & Lee, Tingko, 2016. "Service quality and price perception of service: Influence on word-of-mouth and revisit intention," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 42-54.
    6. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
    7. Borozan, Dj, 2022. "Detecting a structure in the European energy transition policy instrument mix: What mix successfully drives the energy transition?," Renewable and Sustainable Energy Reviews, Elsevier, vol. 165(C).
    8. Pappas, Nikolaos & Caputo, Andrea & Pellegrini, Massimiliano Matteo & Marzi, Giacomo & Michopoulou, Eleni, 2021. "The complexity of decision-making processes and IoT adoption in accommodation SMEs," Journal of Business Research, Elsevier, vol. 131(C), pages 573-583.
    9. Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
    10. Shockey, James W, 2021. "Social Aspects of COVID Mitigation," SocArXiv sgjvp, Center for Open Science.
    11. David Bedford & Mikko Sandelin, 2015. "Investigating management control configurations using qualitative comparative analysis: an overview and guidelines for application," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 26(1), pages 5-26, April.
    12. Viglia, Giampaolo & Pera, Rebecca & Bigné, Enrique, 2018. "The determinants of stakeholder engagement in digital platforms," Journal of Business Research, Elsevier, vol. 89(C), pages 404-410.
    13. Pappas, Nikolaos & Papatheodorou, Andreas, 2017. "Tourism and the refugee crisis in Greece: Perceptions and decision-making of accommodation providers," Tourism Management, Elsevier, vol. 63(C), pages 31-41.
    14. Birchler, Kassandra & Michaelowa, Katharina, 2016. "Making aid work for education in developing countries: An analysis of aid effectiveness for primary education coverage and quality," International Journal of Educational Development, Elsevier, vol. 48(C), pages 37-52.
    15. Han, Heesup & Yu, Jongsik & Kim, Wansoo, 2019. "An electric airplane: Assessing the effect of travelers' perceived risk, attitude, and new product knowledge," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 33-42.
    16. Joseph Holler & Quinn Bernier & J. Timmons Roberts & Stacy-ann Robinson, 2020. "Transformational Adaptation in Least Developed Countries: Does Expanded Stakeholder Participation Make a Difference?," Sustainability, MDPI, vol. 12(4), pages 1-26, February.
    17. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
    18. Hervas-Oliver, Jose-Luis & Sempere-Ripoll, Francisca & Arribas, Ivan, 2015. "Asymmetric modeling of organizational innovation," Journal of Business Research, Elsevier, vol. 68(12), pages 2654-2662.
    19. Minjoo Chung & Aeeun Jeon, 2020. "Social exchange approach, job satisfaction, and turnover intention in the airline industry," Service Business, Springer;Pan-Pacific Business Association, vol. 14(2), pages 241-261, June.
    20. Alrik Thiem, 2014. "Navigating the Complexities of Qualitative Comparative Analysis," Evaluation Review, , vol. 38(6), pages 487-513, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:38:y:2017:i:c:p:96-107. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.