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Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint

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  1. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
  2. Tsai, Dungchun & Chang, Shaochi & Chen, WeiWei & Tran, Chau-lan, 2008. "The market valuation of new route announcements," Journal of Air Transport Management, Elsevier, vol. 14(5), pages 252-256.
  3. Hyun-Jeong Ban & Hak-Seon Kim, 2019. "Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review," Sustainability, MDPI, vol. 11(15), pages 1-17, July.
  4. Bellizzi, Maria Grazia & dell’Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2021. "Detecting passengers' heterogeneity on airlines’ services using SP data," Journal of Air Transport Management, Elsevier, vol. 96(C).
  5. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
  6. Mayer, Robert & Ryley, Tim & Gillingwater, David, 2012. "Passenger perceptions of the green image associated with airlines," Journal of Transport Geography, Elsevier, vol. 22(C), pages 179-186.
  7. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
  8. Giao, Ha Nam Khanh, 2017. "Customer Satisfaction of Vietnam Airline Domestic Services," OSF Preprints dyze3, Center for Open Science.
  9. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).
  10. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
  11. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
  12. Mehmet YAŞAR & Emircan ÖZDEMİR, 2022. "Turning The Service Quality Approach In A Different Direction: Measuring The Ground Service Quality Perceptions Of Airlines By The Servqual Method," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 14(4), pages 5-18, December.
  13. 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.
  14. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
  15. Mohammed Al Awadh, 2023. "Assessing the Quality of Sustainable Airline Services Utilizing the Multicriteria Decision-Making Approach," Sustainability, MDPI, vol. 15(9), pages 1-19, April.
  16. Yen, Jin-Ru & Chen, Jing-Xuan, 2017. "Modelling the preference for business charter in the cross-strait market," Journal of Air Transport Management, Elsevier, vol. 64(PB), pages 151-160.
  17. Claudia Munoz & Henry Laniado & Jorge Córdoba, 2019. "Modeling Air Travelers' Experience Based on Service Quality Stages Related to Airline and Airports," Modern Applied Science, Canadian Center of Science and Education, vol. 13(11), pages 1-37, November.
  18. Chiu, Su-Chin & Liu, Chih-Hsing & Tu, Jin-Hua, 2016. "The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 226-234.
  19. Park, Eunil, 2019. "Corporate social responsibility as a determinant of corporate reputation in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 215-221.
  20. HakJun Song & Wenjia Ruan & Yunmi Park, 2019. "Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines," Sustainability, MDPI, vol. 11(12), pages 1-14, June.
  21. De Jager, J.W. & Van Zyl, D. & Toriola, A.L., 2012. "Airline service quality in South Africa and Italy," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 19-21.
  22. Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
  23. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
  24. Surovitskikh, Svetlana & Lubbe, Berendien, 2008. "Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 75-81.
  25. Martín-Consuegra, David & Esteban, à gueda, 2007. "Market orientation and business performance: An empirical investigation in the airline industry," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 383-386.
  26. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Pakdil, Fatma & Tolon, Metehan, 2018. "Does gender matter? Considering gender of service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 73-82.
  27. Adelina Gnanlet & H. Yayla-Kullu, 2014. "Impact of national culture on the quality of information delivery in services," Service Business, Springer;Pan-Pacific Business Association, vol. 8(1), pages 135-169, March.
  28. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
  29. Sakano, R. & Obeng, K. & Fuller, K., 2016. "Airport security and screening satisfaction: A case study of U.S," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 129-138.
  30. Henderson, Isaac Levi & Tsui, Kan Wai Hong & Ngo, Thanh & Gilbey, Andrew & Avis, Mark, 2019. "Airline brand choice in a duopolistic market: The case of New Zealand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 147-163.
  31. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2009. "Differences in air passengers’ buying behaviour: findings from Korean and Australian international passengers," Transportation Planning and Technology, Taylor & Francis Journals, vol. 32(5), pages 441-460, April.
  32. Perçin, Selçuk, 2018. "Evaluating airline service quality using a combined fuzzy decision-making approach," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 48-60.
  33. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
  34. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
  35. Huang, Wen-Hsien & Kuai, Liang, 2006. "The in-flight shopper," Journal of Air Transport Management, Elsevier, vol. 12(4), pages 207-211.
  36. Giao Ha Nam Khanh, 2017. "Customer satisfaction of Vietnam Airline domestic service quality," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-11, December.
  37. Md Rokibul Islam & Md Hadiuzzaman & Rajib Banik & Md Mehedi Hasnat & Sarder Rafee Musabbir & Sanjana Hossain, 2016. "Bus service quality prediction and attribute ranking: a neural network approach," Public Transport, Springer, vol. 8(2), pages 295-313, September.
  38. Habel, Johannes & Alavi, Sascha & Pick, Doreén, 2017. "When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules," International Journal of Research in Marketing, Elsevier, vol. 34(4), pages 919-941.
  39. Climis Raghda, 2016. "Factors Affecting Customer Retention in the Airline Industry," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 24(4), pages 49-69, December.
  40. Gkritza, Konstantina & Niemeier, Debbie & Mannering, Fred, 2006. "Airport security screening and changing passenger satisfaction: An exploratory assessment," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 213-219.
  41. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  42. Johan W de, 2013. "Airline Service Quality in South Africa and Malaysia- An International Customer Expectations Approach," Journal of Economics and Behavioral Studies, AMH International, vol. 5(11), pages 752-761.
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