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Variations in airline passenger expectation of service quality across the globe · Study

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ArticleVariations in airline passenger expectation of service quality across the globe

Aymeric Punel2019

Article2019

Variations in airline passenger expectation of service quality across the globe

Aymeric Punel · Lama Al Hajj Hassan · Alireza Ermagun

65 citations·0/0 files stored·Tourism Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Aviation Industry Analysis and Trends

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References

2007Electronic word-of-mouth in hospitality and tourism management 1934The Method of Path Coefficients 2011The impact of online reviews on hotel booking intentions and perception of trust 2012What drives consumers to spread electronic word of mouth in online consumer-opinion platforms 2015Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth 2014Service quality and customer satisfaction of a UAE-based airline: An empirical investigation 2003Passenger expectations and airline services: a Hong Kong based study 2005Passengers’ perceptions of low cost airlines and full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines

Cited by

2021Air-Travelers’ Perceptions of Service Quality during the COVID-19 Pandemic: Evidence from Tripadvisor Sites 2023Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews 2021The impact of negative customer engagement on market-based assets and financial performance 2023The impact of the COVID-19 pandemic on airlines’ passenger satisfaction

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2019Airline passengers’ perceptions of service quality: themes in online reviewsarticle · 4 shared references 2023A review of air transport service quality studies: current status and future research agendaarticle · 4 shared references 2016What makes an online consumer review trustworthy?article · 3 shared references 2013Effects of Restaurant Satisfaction and Knowledge Sharing Motivation on eWOM Intentionsarticle · 3 shared references 2017Sharing tourism experiences in social mediaarticle · 3 shared references 2013Negative online word-of-mouth: Behavioral indicator or emotional release?article · 3 shared references

Details

Year2019

Typearticle

Published2019-07-01

VenueTourism Management

ISSN-L0261-5177

Languageen

Citations65

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.tourman.2019.06.004

openalex_workW2955690233

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