IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v30y2013icp207-219.html
   My bibliography  Save this article

Influential constructs, mediating effects, and moderating effects on operations performance of high speed rail from passenger perspective

Author

Listed:
  • Chou, Jui-Sheng
  • Yeh, Chun-Pin

Abstract

In a competitive society with diverse consumer needs, service quality, customer satisfaction, customer loyalty, and corporate image determine the sustainability of service-oriented industries. However, management and leadership, employee satisfaction, and employee loyalty also influence company growth and profit. This study applied a theoretical model and findings from related literature to investigate the constructs and observed indices for measuring operations performance in the high-speed railway (HSR) from the passenger perspective. Cause and effect relationships between constructs and operations performance were quantified, and structural equation modeling was used to verify the hypothetical relationships proposed in this study in order to identify constructs, to measure the effects of indices on the constructs, and to measure mediating and moderating effects between constructs. The analytical results showed that leadership and employee cognition have a greater influence on long-term profitability compared to service quality, customer recognition, and corporate image. Notably, employee cognition mediates the effect of leadership on service quality. Further, mediating and moderating effects of corporate image and customer recognition significantly affect operations performance. By using the confirmatory findings of this study as a policy making reference and for clarifying resource use, the HSR can enhance passenger perceptions. Improving the identified evaluation indicators can increase passenger loyalty and improve operating performance in the high-speed rail service.

Suggested Citation

  • Chou, Jui-Sheng & Yeh, Chun-Pin, 2013. "Influential constructs, mediating effects, and moderating effects on operations performance of high speed rail from passenger perspective," Transport Policy, Elsevier, vol. 30(C), pages 207-219.
    • Handle: RePEc:eee:trapol:v:30:y:2013:i:c:p:207-219
    DOI: 10.1016/j.tranpol.2013.09.014
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X13001479
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2013.09.014?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. Finn, Adam, 2011. "Investigating the non-linear effects of e-service quality dimensions on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 27-37.
    2. Chou, Jui-Sheng & Kim, Changwan & Kuo, Yao-Chen & Ou, Nai-Chi, 2011. "Deploying effective service strategy in the operations stage of high-speed rail," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(4), pages 507-519, July.
    3. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
    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. Chang, Yu-Hern & Yeh, Chung-Hsing, 2017. "Corporate social responsibility and customer loyalty in intercity bus services," Transport Policy, Elsevier, vol. 59(C), pages 38-45.
    2. Shohreh Moradi & Grzegorz Sierpiński & Houshmand Masoumi, 2022. "System Dynamics Modeling and Fuzzy MCDM Approach as Support for Assessment of Sustainability Management on the Example of Transport Sector Company," Energies, MDPI, vol. 15(13), pages 1-27, July.
    3. Chao, Ching-Cheng & Chen, Hsi-Tien & Yeh, Tai-Lin, 2015. "A comprehensive relationship marketing model between airlines and travel agencies: The case of Taiwan," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 20-31.
    4. Chou, Jui-Sheng & Chien, Ya-Ling & Nguyen, Ngoc-Mai & Truong, Dinh-Nhat, 2018. "Pricing policy of floating ticket fare for riding high speed rail based on time-space compression," Transport Policy, Elsevier, vol. 69(C), pages 179-192.
    5. de Oña, Juan, 2021. "Understanding the mediator role of satisfaction in public transport: A cross-country analysis," Transport Policy, Elsevier, vol. 100(C), pages 129-149.
    6. Magdalena Swart & Gerhard Roodt, 2015. "Market segmentation variables as moderators in the prediction of business tourist retention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 491-513, September.
    7. Feng Zhen & Xinyu Cao & Jia Tang, 2019. "The role of access and egress in passenger overall satisfaction with high speed rail," Transportation, Springer, vol. 46(6), pages 2137-2150, December.
    8. Yamaguchi, Hiromichi & Nakayama, Shoichiro, 2020. "Detection of base travel groups with different sensitivities to new high-speed rail services: Non-negative tensor decomposition approach," Transport Policy, Elsevier, vol. 97(C), pages 37-46.
    9. Li Yi & Md. Aftab Uddin & Anupam Kumar Das & Monowar Mahmood & Shanewaz Mahmood Sohel, 2019. "Do Transformational Leaders Engage Employees in Sustainable Innovative Work Behaviour? Perspective from a Developing Country," Sustainability, MDPI, vol. 11(9), pages 1-18, April.
    10. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.
    11. Yunqiang Xue & Hongzhi Guan & Jonathan Corey & Heng Wei & Hai Yan, 2017. "Quantifying a Financially Sustainable Strategy of Public Transport: Private Capital Investment Considering Passenger Value," Sustainability, MDPI, vol. 9(2), pages 1-20, February.
    12. Shohreh Moradi & Hamid Reza Ahadi & Grzegorz Sierpiński, 2023. "Sustainable Management of Railway Companies Amid Inflation and Reduced Government Subsidies: A System Dynamics Approach," Sustainability, MDPI, vol. 15(14), pages 1-23, July.

    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. Steven, Adams B. & Dong, Yan & Dresner, Martin, 2012. "Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 48(4), pages 743-754.
    2. Auh, Seigyoung & Menguc, Bulent & Fisher, Michelle & Haddad, Abeer, 2011. "The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity," Journal of Retailing and Consumer Services, Elsevier, vol. 18(6), pages 509-520.
    3. Hammad Riaz & Abubakr Saeed, 2020. "Impact of environmental policy on firm's market performance: The case of ISO 14001," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(2), pages 681-693, March.
    4. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
    5. Luo, Shuli & He, Sylvia Y. & Grant-Muller, Susan & Song, Linqi, 2023. "Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time," Transport Policy, Elsevier, vol. 131(C), pages 173-183.
    6. Hammad Riaz & Abubakr Saeed & Muhammad Saad Baloch & Nasrullah & Zeeshan Ahmad Khan, 2019. "Valuation of Environmental Management Standard ISO 14001: Evidence from an Emerging Market," JRFM, MDPI, vol. 12(1), pages 1-14, January.
    7. Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    8. Daniel K. Maduku & Emad A. Abu-Shanab, 2022. "Drivers of Social Media Networking Site Continuance Intention in Jordan and South Africa: Do National Cultural Differences Matter?," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-29, January.
    9. Alvaro Rodriguez-Valencia & Daniel Rosas-Satizábal & Darío Hidalgo, 2023. "Big effort, little gain for users: lessons from the public transport system reform in Bogotá," Public Transport, Springer, vol. 15(2), pages 411-433, June.
    10. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
    11. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.
    12. Malek Al-edenat & Nayel Alhawamdeh, 2018. "The Mediating Effect of Employee’s Loyalty in the Relationship Between Empowerment and Employees’ Performance: A Case from Jordanian SMEs," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 8(4), pages 90-100, October.
    13. Feng, Xuesong, 2011. "Optimization of target speeds of high-speed railway trains for traction energy saving and transport efficiency improvement," Energy Policy, Elsevier, vol. 39(12), pages 7658-7665.
    14. Caterina Liberati & Paolo Mariani, 2012. "Banking customer satisfaction evaluation: a three-way factor perspective," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 6(4), pages 323-336, December.
    15. Chou, Jui-Sheng & Chien, Ya-Ling & Nguyen, Ngoc-Mai & Truong, Dinh-Nhat, 2018. "Pricing policy of floating ticket fare for riding high speed rail based on time-space compression," Transport Policy, Elsevier, vol. 69(C), pages 179-192.
    16. Taiwen Feng & Dan Wang, 2016. "The Influence of Environmental Management Systems on Financial Performance: A Moderated-Mediation Analysis," Journal of Business Ethics, Springer, vol. 135(2), pages 265-278, May.
    17. Tseng, Shu-Mei, 2012. "Correlations between external knowledge and the knowledge chain as impacting service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 429-437.
    18. Nikhashemi, S.R. & Jebarajakirthy, Charles & Nusair, Khaldoon, 2019. "Uncovering the roles of retail brand experience and brand love in the apparel industry: Non-linear structural equation modelling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 122-135.
    19. Eerdun Taoketao & Taiwen Feng & Yongtao Song & Yu Nie, 2018. "Does sustainability marketing strategy achieve payback profits? A signaling theory perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1039-1049, November.
    20. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.

    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:trapol:v:30:y:2013:i:c:p:207-219. 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: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

    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.