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Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online
16 references·9 citing·34 second hop
Airport service quality and passenger satisfaction: The impact of service failure on the likelihood of promoting an airport online (2021)Airport service quality and passenger sat…Using PLS path modeling in new technology research: updated guidelines (2016)Using PLS path modeling in ne…Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics (2015)Analysis of the perceived val…A primer on partial least squares structural equation modeling (PLS-SEM) (2015)A primer on partial least squ…A primer on partial least squares structural equation modeling (PLS-SEM) (2014)A primer on partial least squ…Tourist satisfaction a cognitive-affective model (2008)Tourist satisfaction a cognit…The One Number You Need to Grow (2004)The One Number You Need to Gr…Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Electronic word-of-mouth via …The one number you need to grow. (2003)The one number you need to gr…Application of Fairness Theory to Service Failures and Service Recovery (2003)Application of Fairness Theor…Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park (2002)Measuring tourist satisfactio…From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba (1998)From SERVQUAL to HOLSAT: holi…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Relationship approach to marketing in service contexts: The marketing and organizational behavior interface (1990)Relationship approach to mark…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Positive Affect, Cognitive Processes, and Social Behavior (1987)Positive Affect, Cognitive Pr…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches (2024)Exploring Smart Airports’ Inf…Evaluating Airport Service Quality Based on the Statistical and Predictive Analysis of Skytrax Passenger Reviews (2024)Evaluating Airport Service Qu…The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management (2023)The explanatory power of the …Exploring the passengers’ socio-economic structure and its impact on the perception of railway infrastructures and services in Tripura, India (2023)Exploring the passengers’ soc…Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews (2023)Evaluation of passengers' exp…Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys (2023)Airport service quality perce…A review of air transport service quality studies: current status and future research agenda (2023)A review of air transport ser…Online service failure: antecedents, moderators and consequences (2022)Online service failure: antec…An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis (2021)An evaluation of airport serv…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)The magical number seven, plus or minus two: Some limits on our capacity for processing information. (1956)Judgment under Uncertainty: Heuristics and Biases (1974)Negative affect and social judgment: The differential impact of anger and sadness (1994)The magical number seven, plus or minus two: Some limits on our capacity for processing information. (1994)An Affect Theory of Social Exchange (2001)7 Emotion in Organizations (2007)The psychology of interpersonal relations. (1958)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Electronic word-of-mouth in hospitality and tourism management (2007)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Consumer engagement in a virtual brand community: An exploratory analysis (2011)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Partial Least Squares Structural Equation Modeling (2017)Partial least squares structural equation modeling (PLS-SEM) (2014)When to use and how to report the results of PLS-SEM (2018)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Common Beliefs and Reality About PLS (2014)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)Building and sustaining profitable customer loyalty for the 21st century (2004)The Nature and Role of Feedback Text Comments in Online Marketplaces: Implications for Trust Building, Price Premiums, and Seller Differentiation (2006)Exploring the relationship between leadership, operational practices, institutional pressures and environmental performance: A framework for green supply chain (2014)Overcoming the J-shaped distribution of product reviews (2009)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2015A primer on partial least squares structural equation modeling (PLS-SEM)18,923 cited
  • 2014A primer on partial least squares structural equation modeling (PLS-SEM)12,786 cited
  • 2016Using PLS path modeling in new technology research: updated guidelines7,156 cited
  • 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 2004The One Number You Need to Grow2,034 cited
  • 2003The one number you need to grow.1,683 cited
  • 1987Positive Affect, Cognitive Processes, and Social Behavior1,444 cited
  • 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,327 cited
  • 2008Tourist satisfaction a cognitive-affective model963 cited
  • 2003Application of Fairness Theory to Service Failures and Service Recovery649 cited
  • 2015Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics609 cited
  • 2002

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Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park
382 cited
  • 1998From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba375 cited
  • Cited by

    • 2022Online service failure: antecedents, moderators and consequences56 cited
    • 2023A review of air transport service quality studies: current status and future research agenda36 cited
    • 2023Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews35 cited
    • 2023Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys34 cited
    • 2021An evaluation of airport service experience: An identification of service improvement opportunities based on topic modeling and sentiment analysis32 cited
    • 2024Exploring Smart Airports’ Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches19 cited
    • 2024Evaluating Airport Service Quality Based on the Statistical and Predictive Analysis of Skytrax Passenger Reviews19 cited
    • 2023The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management15 cited
    • 2023Exploring the passengers’ socio-economic structure and its impact on the perception of railway infrastructures and services in Tripura, India10 cited