Business Travellers Vote DRAGONAIR "Best China Airline"

(BEIJING) Dragonair was announced as winner of the Best China Airline category in the Business Traveller Asia-Pacific 2005 Annual Travel Awards today. The magazine asked subscribers who were frequent travellers to vote for an airline based on 17 criteria,including cabin staff, comfort, route network and scheduling.     

Singapore Airlines Voted "Best Airline" by Leading German Erman Travel Magazine

Readers of a leading German travel magazine Business Traveller Germany have voted Singapore Airlines as the "Best Airline to the Far East and the Pacific (Overall)".     

Airline Codeshare Alliances

The paper juxtaposes the challenges that airline codeshare alliances create for analytical information systems on the one hand and their motivation from a marketing perspective on the other. The authors review the state-of-the-art literature on potential marketing benefits and analyze the impact on airline planning systems. In this regard, revenue management systems are of particular interest. Based on a simulation study, the authors infer a severe impact of decentralized codeshare controls as currently widely implemented in the industry on revenue management performance. In the scenarios examined, complementary codesharing reduces alliance-wide revenues by up to 1 %. Losses increase when a carrier experiences high local demand or a high degree of codeshare demand, and disseminate over the whole network. Virtual codeshares also cause losses of 0.3 % to 1.5 % depending on the discount level offered by the marketing carrier and on the demand structure. Finally, the authors formulate a set of managerial implications based on these findings.     

Service Quality in the Airline Industry

This article identifies a phenomenon that may be in- fluencing passengers' evaluation of airline carriers. The results of this study suggest that consumers may systematically distort their evaluation of airlines. Perceptions about service quality attributes are seemingly influenced more by factors internal to the individual than by the actual attributes available for observation. Implications are also identXed that may aid airline executives to address the com- plex, yet critical issue of "systematic distortion."     

将归家的荣耀写在直航的班机上--访台湾中华航空公司上海代表处总经理董国梁

2005年两岸春节包机直航顺利成行,大陆东航客机第一次在台湾降落,台湾华航客机首次在北京落地,两岸寒流,开始转暖。两岸飞机对飞直航,似乎是春天的使者,真可谓春江水暖“机”先知,预示了连宋和平之旅和搭桥之旅的到来。笔者走进台湾中华航空公司上海代表处总经理董国梁先生的办公室,一见其人就有一种感觉：高高的个子,瘦瘦的体型,黑黑的头发,60多岁的人了,还是那样神清气爽,谈吐不欲,干净利落。话匣子打开,董总介绍说自己是浙江绍兴人,等忙完了这阵子就陪在台湾的老母亲回故乡重游。     

Should the Airline Industry Market Safety?

Marketers need to be concerned about a growing lack of consumer confidence regarding safety in service industries such as the transportation industry. This article focuses on safety and consumer issues in the airline industry since deregulation. Marketing solutions to improve the images of service industries in general and the airline industry in particular are recommended.     

春秋航空电子商务信息化研究

春秋航空依靠自主研发的电子商务系统,获得极大的商业成功。春秋航空公司近十年的IT技术人才储备,长期电脑信息化培训,勇于创新、敢于变革的企业文化是春秋航空电子商务获得成功的原因。春秋航空电子商务的实施,明显降低了企业营运成本,改变了航空传统模式,全面提升了服务质量。同时也为春秋航空公司全面扩张提供了信息技术的有力保障。     

Consumer Views of the Need for Government Intervention in the Airline Market

Throughout the 1980s, policymakers debated the merits of continuing deregulation of the commercial airline industry. In this exploratory study, public opinion regarding the need for renewed government intervention is analyzed. Particular atteention is given to the roles that respondent characteristics and local airline market conditions play. Opinions about industry performance and the need for government intervention are related to local market conditions and to perceptions of trends in airline safety. Findings indicate the majority of consumers favor neither government intervention in the setting of air fares nor in determining routes.     

航空联盟及其产生影响分析

从航空联盟存在的规模经济和密度经济原理,以及它们与产出成本弹性、服务点成本弹性之间的关系,可以了解航空战略联盟对航空公司、旅客等产生的影响。根据国外航空公司的经验,航空公司加入联盟,要综合考虑很多因素,研究和权衡各个因素,以实现规模和密度经济性,从而提高航空公司的竞争力。     

An Exploration of Frequent Service Failures in the Brazilian Airline Industry

This study explores how customer evaluations of service failures and failure recurrence impact negative emotions and intent to complain. A survey of 589 Brazilian airline passengers demonstrates the meditational effect of negative emotions such that customers who perceive failures as severe and/or preventable by the airline develop more negative emotions, which subsequently increases intent to complain. We also demonstrate the moderating role of failure recurrence such that failure recurrence reduces the effect of failure severity on negative emotions. Our findings have important implications for managers and airlines in order to mitigate negative outcomes following a service failure.     

The Influence of Perceived Justice on Recovery Satisfaction in the Airline Industry

This study examines the influence of perceived justice on customer satisfaction with service recovery and on the future behavioral intentions of customers in the airline industry. The study uses an exploratory research design that is quantitative in nature. Questionnaires were used to collect data, and structural equation modeling was used for hypothesis testing. The study revealed that the three dimensions of perceived justice, namely interactional, distributive and procedural justice, influence satisfaction with service recovery in the South African airline industry. However, only interactional and distributive justice had a positive influence on future behavioral intention.     

Affective States of the Consumer and Satisfaction with Services in the Airline Industry

Abstract

While its importance in marketing is never questioned, customer satisfaction has rightly been described as “a complex and elusive phenomenon.” The search continues for factors/variables that determine its presence and magnitude. This paper examines the affective aspect of customer satisfaction in the globally important, but highly competitive airline industry. Two major forms of affective state of the consumer are examined, namely: (i) mood, and (ii) quality of life. Findings show that both tend to have significant influence on the level of satisfaction with services in the airline industry. However, some elementary services tend to be more influenced than others by these affective states of the consumer. Implications, and managerial applications of the findings for augmenting customer satisfaction in the airline industry are discussed.     

Airline website loyalty formation and the moderating effects of gender and education

The objective of this study is to analyse the moderating effects of gender and education on users’ loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education on the loyalty of experienced users in utilitarian purchasers of airline’s website. The results reveal that website quality, e-satisfaction, e-trust and affective e-loyalty are antecedents of conative e-loyalty in loyalty relationships between passengers and airline websites, as well as the importance of university education in the configuration of loyalty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, according to the most recent literature, the moderating effect of gender has been found non-significant in most of the causal relationships presented in the model studied.     

Southern Airline to start flights to New Zeatand

Ford Motor said on December 13 it will begin construction on a new plant in Nanchang City, capital of east China＇s Jiangxi Province, next year.     

Evidence of Changing Contestability in Commercial Airline Markets During the 1980s

In recent years, rising market concentration has been cited as an indicator of deregulation-induced troubles within the U.S. commercial airline industry. In this paper, a contestable market framework is used to examine whether changes in market concentration increased airfares in 19 different destination markets at three different points in time. The empirical analyses indicate that concentration measures gained in importance in setting airfares during the 1980s suggesting that market contestability may have declined. The estimates also show that the demand for air travel, on average, became more own-price elastic over the 1980s for the 19 destination cities analyzed.     

Comparing the Impact of the September 11th Terrorist Attacks on International Airline Demand

This article compares the impact of the September 11th terrorist attacks and its after‐effects on airline demand in the Australia, Canada, Europe, Japan and the US. Using a variety of time‐series data, we compare how changes in risk perception following the attacks impacted domestic and international demand. Moreover, we decompose the terrorist attacks’ effects into their transitory and ongoing components on airline demand.     

Plane Truth: A Qualitative Study of Employee Dishonesty in the Airline Industry

Interviews with flight attendants are analyzed to refine a person-situation model of organizational dishonesty. The refined model suggests that organizational characteristics have direct and indirect (through flight characteristics) effects on likelihood of dishonesty, type of dishonesty, and motivation for dishonesty. The interviews confirm the existence of three motivations for dishonesty in customer service interactions. In addition to the three motivations originally modeled (enrichment, altruism, and revenge), flight attendants demonstrated a fourth: enforce personal moral codes, and a fifth: habituation. The article discusses the implications of the habituation motivation for organizations which encourage benevolent dishonesty, because they accustom employees to saying things they know not to be true.