Antecedents and Consequences of Consumer Commitment in Traditional and Low-Cost Airlines

The present work aims to gain further knowledge regarding the influence of consumer commitment on loyalty in traditional and low-cost airlines. A survey of 592 consumers of traditional and low-cost carriers demonstrates that commitment is built on the basis of trust and identification, which are in turn driven by corporate reputation in both types of airline. With regard to post-purchase behavior, in low-cost companies, customer repurchase intention and word-of-mouth (WOM) recommendation are mainly triggered by satisfaction. With traditional airlines, commitment plays a more important role, having a significant effect on repurchase intention and acting as the principal predictor of WOM recommendation.     

An Ethical Work Climate and its Consequences among Food-service Franchise Employees

This study was conducted to examine the effect of ethical values and an ethical work climate (EWC) (responsibility, unethical peer behaviors, and selling orientation) on organizational trust, and organizational commitment (affective and continuance commitment), which in turn influence turnover intentions to acquire a competitive edge in a competitive world. Data were obtained from 276 employees of food-service franchised companies in Korea. The results suggest that an EWC mediates the relationship between ethical values and organizational trust, which in turn has a positive influence on organizational commitment and turnover intention. Contributions and directions for future study are discussed.     

In-Flight Service Performance and Passenger Loyalty: A Cross-National (China/Korea) Study of Travelers Using Low-Cost Carriers

While a moderate amount of empirical research has been conducted on passenger loyalty in the low-cost airline industry, there has been no research on the impacts of in-flight core- and encounter-service performance, perceived value, satisfaction, trust, or cultural influences on passenger loyalty. This study looked at these impacts in cross-national field research involving China and Korea. A survey was conducted on international flights between Busan and Qingdao. A total of 346 cases were used in data analysis. Results of the structural model showed that the proposed theoretical relationships were all significant; in-flight encounter-service performance was prominent, and value, satisfaction, and trust had a significant mediating impact. In addition, findings from the metric invariance revealed that the strength of the relationships, particularly among service performances, value, and satisfaction in the proposed model, significantly differed across Chinese and Korean passenger groups. The authors highlight key practical and research implications.     

Online purchasing tickets for low cost carriers: An application of the unified theory of acceptance and use of technology (UTAUT) model

This paper examines determinants of purchasing flights from low-cost carrier (LCC) websites. In doing so an extended unified theory of acceptance and use of technology (UTAUT) model is proposed building on earlier work by Venkatesh, Thong, and Xu (2012). The results, derived from a sample of 1096 Spanish consumers of LCC flights, indicate that key determinants of purchasing are trust, habit, cost saving, ease of use, performance and expended effort, hedonic motivation and social factors. Of these variables, online purchase intentions, habit and ease of use are the most important.     

从服务质量及机票价格比较传统和廉价航空的优势——以澳门国际机场为例

廉价航空近年成为一种重要的旅游交通方式。本文通过问卷调查和统计分析,检验抵达澳门国际机场的飞机乘客如何对比传统和廉价航空在服务质量、票价及再次和推荐他人搭乘的意向,从而比较两者的优势。同时也检验服务质量及票价是否影响再次和推荐他人搭乘。结果发现,传统航空只在部分类别的服务质量有优势,廉价航空则在机票价格及推荐他人搭乘具有优势。另外,两种航空各有不同的服务质量类别影响再次和推荐他人搭乘。在此基础上,本文分别为两者提出改进建议。     

Analysing passenger behaviour towards the catering industry: Implications for airport management

This research note seeks to provide the most detailed analysis yet of passenger behaviour towards the airport catering industry. With the broadest sample to date among similar studies, namely 37,000 passengers surveyed at 8 different airports with 38 explanatory variables, a large number of conclusions have been drawn. The most important of these is that the factors that most influence a passenger's using a catering establishment during his/her stay at an airport are his/her physiological needs and social reasons. However, contrary to what was anticipated a priori, socioeconomic status only has a moderate influence, while having a wide range and variety of foodstuffs on offer does not result in passengers consuming more. It is also observed that low-cost airline passengers consume less than those of traditional airlines, probably due to the stress related to boarding with these types of airlines.     

Does market exit of a network airline affect airline prices and frequencies on tourist routes?

This paper examines the influence of network airline bankruptcy (and consequently its market exit) on prices and route frequencies. Specifically, the 2011 case of Spanair is analyzed, using Spanish route data for the period 2006–2013. The study finds that the Spanair bankruptcy led to a reduction in prices on those routes where its services were replaced by low-cost airlines. On the other hand, there was no evidence of any clear reduction in flight frequencies. Given that tourist passengers are particularly sensitive to prices, this paper provide evidence about the positive impact of low-cost airlines on tourism.     

An assessment of the potential for self-connectivity at European airports in holiday markets

In a context of intense airport and airline competition, a few European airports have recently started offering self-connection services to price-sensitive holiday passengers travelling with a combination of tickets where the airline/s involved do not handle the transfer themselves. This paper provides an exploratory analysis of the potential and implications of self-connectivity for European airports and airlines using a case study of air travel routes to holiday destinations in the Mediterranean. With the help of a forecasting model based on a zero-inflated Poisson regression, we identify the airports and airlines that have the highest potential to facilitate self-connections in the selected markets. The results also explore some implications of the widespread development of self-connection services in Europe.     

Will you fly with this airline in the future? An empirical study of airline avoidance after accidents

ABSTRACT

While safety is the paramount concern of the airline industry, accidents do happen. The subsequent media attention relating to an airline accident might lead potential passengers to avoid certain airline operators. This study examines factors potentially determining tendencies to avoid such airlines. A self-administered random survey was conducted with 230 respondents in a metropolitan area. Structural equation modelling was employed and the results highlight the significant role of consumer trust and service recovery. Consumer trust plays a mediating role in the relationships between the factors (i.e. previous flight experience, company image, stability attribution, controllability attribution) and the decision to avoid an airline.     

The mediating role of trust between expatriate procedural justice and employee outcomes in Chinese hotel industry

This study draws from social exchange theory to examine the roles cognitive and affective trust play in mediating the relationship between expatriate supervisors and their local employees. We differentiate the two forms of trust by proposing, on the one hand, that cognitive trust mediates the relationship between the procedural justice displayed by expatriate supervisors and job satisfaction and organizational commitment of their employees and, on the other hand, that affective trust mediates the relationship between the procedural justice displayed by expatriates and the level of employee satisfaction with and altruism toward their supervision. We then support the hypotheses by using structural equation modeling (SEM) to analyze data collected from 286 employees working with expatriate supervisors in China's hotel industry. Implications of the findings are discussed.     

First-class airline travelers’ tendency to seek uniqueness: how does it influence their purchase of expensive tickets?

This study explored first-class airline travelers’ need for uniqueness and its impact on their ticket purchase intentions. More specifically, the study investigated the roles of the three subdimensions of the need for uniqueness (i.e. creative choice, unpopular choice, and similarity avoidance) in the formation of travelers’ attitudes toward first-class flights. Consumer attitudes toward first-class flights are hypothesized to increase status value, first-class attachment, and willingness to pay a premium. Based on theoretical relationships between conceptual constructs, the study proposed and tested a model using data from 202 first-class passengers in the United States. The results indicated that all three dimensions of the need for uniqueness positively affect airline travelers’ attitudes toward first-class flights and thus enhanced outcome variables. Furthermore, it was found that materialism moderated the relationship between status value and first-class attachment.     

Evaluating domestic bias on airline passengers’ ratings: The moderating effect of cultural value orientation

We explore differences in airline passengers’ online ratings toward domestic and foreign carriers. Using a dataset of more than 380,000 airline passenger reviews obtained from TripAdvisor, we show that on average passengers express higher satisfaction (as proxied by their overall rating) for airline service encounters with domestic carriers, exhibiting a form of domestic bias. Using Hofstede’s framework, we examine how cultural dimensions influence the strength of this bias and find support for the moderating impact (positive and negative) of passengers’ cultural dimensions on their provided ratings toward domestic airlines. The study has theoretical and practical implications for international marketing researchers and airline operational planners.     

Key factors maximizing art museum visitors’ satisfaction,commitment, and post-purchase intentions

As there is a lack of empirical research examining art museum visitors’ post-purchase behaviors, this study tested the theoretical associations among image congruence, quality, affective experiences, satisfaction, and commitment to build a sturdy model of behavioral intentions. The concept of involvement was also included as a moderator. A field survey at art museums was conducted. The level of construct validity and reliability for all variables were satisfactory. Results of the structural model revealed that the proposed theoretical framework sufficiently accounted for the variance in intentions. Satisfaction was of greatest importance in generating intentions. Commitment and satisfaction acted as important mediators. Among nine hypothesized direct linkages, eight hypotheses were supported. Findings from the invariance model assessment supported the moderating influence of involvement on the relationships among quality, satisfaction, commitment, and intentions. The strength of such relationships among these variables was greater when museum visitors’ involvement level was high.     

Destination image and tourist behavioural intentions: A meta-analysis

This article aims to understand the relationship between destination image and tourist’s behavioural intention. In this study, we used a meta-analysis to synthesize the effects of destination image from 87 studies. The results reveal that destination image plays significant role in predicting tourist’s intentional behaviour, in different magnitudes. To be more precise, overall and affective images have the greatest impact on behavioural intention, followed by cognitive image. Of the different dimensions of behavioural intentions, destination image has the greatest impact on intention to recommend. Implications are provided for destination management and tourism researchers based on meta-analysis.     

Inter-Satisfaction between Website and Automated Call Distribution (ACD) Systems

Websites and an Automated Call Distribution (ACD) system in a call center are both considered important customer relationship technologies. Integrating concepts from information systems quality and trust transference theory, this paper introduces the concept of inter-satisfaction: the extent to which customer satisfaction with a website leads to satisfaction with an ACD and vice versa. It is hypothesized that dissatisfaction with either the website or the ACD influences potential brand-switching behaviors. A model, largely drawing upon concepts of user satisfaction as developed in information system research, is presented. The model is then tested using data from passengers using Low Cost Carriers (LCCs) in South Korea, specifically 366 passengers at the Jeju International Airport, who experienced both their airlines’ website and call center. A structural equation modeling analysis demonstrates that satisfaction with the website transfers to satisfaction with the ACD system, but not vice versa, and that only dissatisfaction with the website creates a brand-switching intention.     

Why passengers’ geo-demographic characteristics matter to airport marketing

Passengers’ preference and origin location data (home postcodes) can be extremely useful for marketing purposes, with the potential for more effective customer segmentation and targeting, yet traditional airport market research has often neglected these aspects. This paper utilises passenger survey data from the Gold Coast Airport in the state of Queensland, Australia, to perform a geo-demographic classification analysis in conjunction with census data. With geo-coded passenger preference data, the trip characteristics and airport decision preferences were cross-compared with demographic data with socio-economic variables. The results revealed distinctive contrasts in passenger origin location for short-haul domestic trips and long-haul international trips, in which passengers from afar are willing to travel longer distances to reach a second-tier airport to make use of cheaper airfares. One of the implications of this study is that low-cost carriers’ businesses (the airlines or the airports) should better target their customers by offering geographically targeted marketing.     

Consumers’ prestige-seeking behavior in premium food markets: Application of the theory of the leisure class

Premium food markets have emerged as a new form of foodservice establishment. They feature a unique eating and shopping experience that offers a wide variety of high-quality food in a sophisticated environment with distinctive consumer services. Based on the theory of the leisure class, this study explored how consumers’ prestige values influence their behavioral intentions, particularly their customer citizenship behavioral intention and revisit intentions, toward premium food markets. The study sample included customers who have shopped at premium food markets. Using a self-administered survey, 247 valid responses were obtained for analysis. The results showed the positive effects of prestige values on affective commitment and the positive influences of affective commitment on customer citizenship behavioral intention and revisit intention. This study significantly extends prestige-consumption knowledge in the foodservice and hospitality industries.     

Multi-dimensional price elasticity for leisure and business destinations in the low-cost air transport market: Evidence from easyJet

This study investigates the price elasticity of demand in the European low-cost carrier (LCC) industry by analysing Internet fares for all easyJet flights departing from the Amsterdam Schiphol airport towards 21 European destinations between March and September 2015. Results suggest that the price elasticity of demand greatly varies across different dimensions, ranging from −0.535 for the business-oriented route of Hamburg to −1.915 for the leisure-oriented route of Split. Price elasticity is also found to be higher for reservations made more days in advance, for reservations and departures occurring on weekends, and for flights taking off during lunchtime and in the summer period. All results are consistent with the different behaviours of leisure and business passengers and the ongoing increase in the business component of the LCC passenger mix.     

Understanding how consumers view green hotels: how a hotel's green image can influence behavioural intentions

As the public is increasingly concerned about environmental issues, green management is rapidly becoming a strategic tool that can enhance a hotel's competitive advantage. This study explores how to develop the image and branding of a green hotel using the concepts of cognitive, affective and overall images. The study, based on a survey of 416 hotel users, also investigates how a green hotel image can affect behavioural intentions (i.e. intention to revisit, intention to offer positive recommendations to others and willingness to pay a premium). The findings confirm that cognitive image components (namely value and quality attributes) can exert a positive influence on a green hotel's affective and overall images. The affective image is also found to positively affect a green hotel's overall image. A green hotel's overall image, in turn, can contribute to more favourable behavioural intentions. Quality attributes were found to be more powerful than value attributes. The importance of the concept of selfish altruism and obtaining a feeling of wellbeing from a purchase were shown to be very strong. A range of theoretical and practical implications are discussed.     

The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure

It is important for service companies to develop and maintain consistent and stable consumer loyalty. Although consumer brand relationship and attributions have been applied to various service industries, they have not been investigated in the airline industry where passenger emotions are considered critical. This study addresses the consequences of brand relationship quality, the mediating influence of emotions, and the moderating role of switching costs through structural equation modeling of data collected from passengers who had experienced flight delay. The results suggest that (1) airline relationship with passengers is an important and valuable asset, especially in the case of stability attributions, (2) negative emotions play a partial or full mediator role in the causal relationship between attributions and behavioral intentions, and (3) minimizing negative emotions is more effective than relying on switching costs for behavioral intentions. It can be concluded that the airline industry should try to manage passenger emotions more appropriately since passengers have an emotional attachment to their brands and passengers' negative emotions can be influential to repurchase intentions when service failures occur.