Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

This paper investigates the relationships among service recovery, recovery satisfaction, overall customer satisfaction, and customer loyalty in airline services. The perception of justice in service recovery is specifically examined. A survey of airline passengers who have experienced service failure and recovery is analyzed using structural equation models. It is found that both interactional and procedural justice have a significant effect on recovery satisfaction. Overall satisfaction mediates the relationship between recovery satisfaction and loyalty.     

Does a reward program affect customers’ behavioural intention of visiting the airport? A case study of Singapore Changi Airport

An understanding of the behavioural intentions of customers in visiting airports may help airport management to boost airport retail revenue (i.e. non-aeronautical revenue) by increasing customer spending at the airports. This study aims to examine the connection between airport reward programs and customers' behavioural intentions of visiting the airport, attempting to bring some benefits and credits for implementing reward programs in the airport sector by using Singapore Changi Airport as a case study. Two types of customer behavioural intentions (i.e. time spent at the airport and various purposes of visiting the airport) were investigated in the study to examine the effects of Changi Airport's reward program (i.e. Changi Rewards). An on-line survey was conducted, and the participants' responses were analysed via a structural equation modelling approach. The results showed that the attractive benefits of Changi Rewards could have a positive influence on arousing customers' intentions to engage with the programme. In addition, customers' intentions to engage with the programme can have a positive effect on increasing passengers' time spent at the airport and inducing customers to visit the airport for leisure purposes. Managerial implications to the airport sector are discussed.     

The moderating role of past experience in the formation of a tourist destination's image and in tourists’ behavioural intentions

The aim of this work is to understand the moderating effects of tourists’ prior experiences of a given destination on the process of image formation (in both its cognitive and affective dimensions) for that destination and on the influence that the image – together with the tourist's satisfaction – has on their loyalty-driven behaviours as expressed in the intention to recommend. To achieve this aim, a sample of 512 tourists was used and a multi-group analysis performed, distinguishing between first-time and repeat visitors. The findings reveal that experience has a moderating effect on the formation of the cognitive image and on the influence of the tourist's satisfaction on the overall image of the tourist destination. These findings have significant management implications in the context of helping to create and appropriately manage the image of a tourist destination.     

Determinants of passengers’ choice of airline check-in services: A case study of American,Australian, Korean,and Taiwanese passengers

This paper investigates factors that influence whether air travelers’ choose conventional counter or self-service check-in, including kiosk and web check-in. It uses data collected from American, Australian, Korean, and Taiwanese passengers. The data suggests that a passenger’s choice of check-in service is strongly dependent on nationality and previous experiences of checking-in; i.e. a cultural bias exists in the behavior of passengers using airline check-in services. Taiwanese passengers prefer to use the conventional counter check-in service but Korean, Australian and American air travelers use more self-service check-in facilities. The analysis also highlights that passengers’ perceptions of the attributes of the check-in service significantly determine their choice of check-in option.     

A case study of pricing strategies in European airline markets: The London – Amsterdam route

Published fares London–Amsterdam are used to examine the pricing practices of low-cost and legacy carriers when operating in a large and crowded market. We investigate two strategies of market segmentation involving the time before departure the ticket has been bought, inter-temporal segmentation, and the duration of the stay, implicit segmentation. We find inter-temporal price discrimination emerges as an important strategy for all pricing but the two legacy carriers involved, British Airways and KLM, differ in their use of stay restrictions; British Airways does not assign a specific role to the duration of stay, while KLM make use of such rules extensively in price setting.     

Mergers and service quality in the airline industry: A silver lining for air travelers?

We examine the relationship between mergers in the US domestic market and service quality, as measured through late flights, mishandled bags, involuntary boarding denials and flight cancellations. We find that in the immediate years following a merger, service quality generally deteriorates, and that the drop in service is due simultaneously to the merger and the increased concentration of the market. Thus, recent mergers in the US, including Delta and Northwest, United and Continental, Southwest and AirTran, have likely resulted in increased market concentration and decreased service levels. From a public policy perspective, our results point to the importance of regulators monitoring airline actions, such as mergers and acquisitions, that serve to increase the concentration of markets, and may also result in decreased service quality.     

Does authenticity exist in cultural theme parks? A case study of Millennium City Park in Henan,China

ABSTRACT

Authenticity has always been a salient concept in tourism studies. Most previous studies focused on cultural heritage sites while much less research was conducted on man-made attractions. Given the importance of authenticity in the tourism industry, this research investigates different authenticity concepts in a unique context: a Chinese cultural theme park. Millennium City Park is a typical cultural theme park in Kaifeng, Henan, China, and was chosen as the case study. This study identifies the perception of authenticity from the perspectives of both park managers and park visitors. It is found that visitors value authentic experience in the experience economy. Authenticity plays an important role in the tourism industry, in which activity-related authenticity is more important to visitors than object-related authenticity in cultural theme parks since visitors prefer more participation and involvement during their visits. It is suggested that park planners emphasize cultural elements in various products in cultural theme parks.     

How vehicle ownership affect time utilization on study,leisure, social activities,and academic performance of university students? A case study of engineering freshmen in a rural university in Thailand

This study aims to investigate how the ownership of a private vehicle influences time utilization of university students, and whether it impacts their academic performance. This research analyzes travel/activity patterns of 130 engineering freshman students at a rural university in Thailand. An analysis of travel/activity data shows that vehicle ownership seems to play an important role in university student’s time utilization on various activities. It was found that those students who own a vehicle tend to spend less time for academic purposes, and more on leisure and social activities than non-owner students. Nevertheless, a further study using regression analysis on academic performance shows that the ownership of a vehicle does not seem to have a significant impact on the grade point average of students, once the cognitive ability and gender are accounted for. The findings imply that campus policies/measures that restrict the ownership or usage of a private vehicle in rural universities would improve the campus learning environment by influencing university students to put more attention on school-related activities, but such policies do not seem to impact on the academic performance of the college students.     

Where to park? A behavioural comparison of bus Park and Ride and city centre car park usage in Bath,UK

Integrating car parking facilities with public transport in Park and Ride (P&R) facilities has the potential to shorten car trips, contributing to more sustainable mobility. There is an ongoing debate about the actual effects of P&R on the transport system at the subregional level. A key issue is the relative attractiveness of city centre car parks (CCCP), P&R and public transport. The paper presents the findings of a comparative empirical case-study based on a field survey of CCCP and P&R users conducted in the city of Bath, UK. Spatial and statistical analyses are applied. Radial distance to parking, availability of P&R sites in the direction of travel, gender, age, income and party-size are found to be important factors in a binary logistic regression model, explaining the revealed-preference of parking type. Stated analysis of foregone parking alternatives suggests more use of public transport and walking/cycling would likely occur without first-best parking alternatives. The policy implications and possible planning alternatives to P&R at the urban fringes for achieving greater sustainability goals are also discussed.     

The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Ram (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) posits that violence and harassment are areas of concern within the hospitality industry, and scholarly interest in abusive supervision in the workplace has grown since the last decade. This study extends Ram's (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) assertion by examining the effect of abusive supervision experiences on student employees’ turnover intentions in a hospitality and tourism context in a high power distance culture, Ecuador. The results showed that abusive supervision was positively related to turnover intentions, and its effect was stronger than co-worker support, with the abusive supervision–turnover intentions relationship being fully mediated by perceived organizational support (POS). In addition, co-worker emotional support was found to attenuate the negative effects of abusive supervision on POS. All in all, the findings highlight the roles of POS in explaining the relation between abusive supervision and turnover intentions and co-worker emotional support in buffering the negative effect of abusive supervision. The important role of culture is discussed.     

How do cities approach policy innovation and policy learning? A study of 30 policies in Northern Europe and North America

This paper reports on a study of current practice in policy transfer, and ways in which its effectiveness can be increased. A literature review identifies important factors in examining the transfer of policies. Results of interviews in eleven cities in Northern Europe and North America investigate these factors further.The principal motivations for policy transfer were strategic need and curiosity. Local officials and politicians dominated the process of initiating policy transfer, and local officials were also the leading players in transferring experience.A range of information sources are used in the search process but human interaction was the most important source of learning for two main reasons. First, there is too much information available through the Internet and the search techniques are not seen to be wholly effective in identifying the necessary information. Secondly, the information available on websites, portals and even good practice guides is not seen to be of mixed quality with risks of focussing only on successful implementation and therefore subject to some bias. Officials therefore rely on their trusted networks of peers for lessons as here they can access the ‘real implementation’ story and the unwritten lessons. Organisations which have a culture that is supportive of learning from elsewhere had strong and broad networks of external contacts and resourced their development whilst others are more insular or inward looking and reluctant to invest in policy lessons from elsewhere. Solutions to the problems identified in the evidence base are proposed.City to city policy transfer is a very active process in the field of transport. Not enough is yet understood about its benefits or the conditions under which it is most effective. Such understandings should help to promote and accelerate the uptake of effective and well matched policies.     

Perceptions of premium service and superiority: Why do customers pay more for high-value-added domestic airline services in Japan?

This paper clarifies the factors influencing customers' perceptions of premium service and superiority for high-value-added domestic airline services in Japan, and explains how these perceptions impact customer loyalty.To gather data for the analysis of consumers' perceptions, a questionnaire survey of 515 respondents who use high-value-added domestic airline services was conducted. These respondents' data were analyzed using structural equation modeling.The most valuable finding is the distinction between the perceptions of premium service and superiority, both of which strongly influence customer loyalty. This finding has two important implications. First, staff correspondence has a strong influence on customer loyalty – not directly, but through customers' perceptions of premium service and superiority. Second, perceptions of premium service and superiority influence customer loyalty separately. This finding may assist in the development of innovative high-value-added services.     

Millennials’ travel motivations and desired activities within destinations: A comparative study of the US and the UK

Millennials are one of the largest groups to be targeted by tourism companies. This paper compares the travel motivations of Millennials from both the United States and the United Kingdom by ratings, rankings and perceptual structures of both push and pull factors. This exploratory study used a questionnaire to examine the inner motivations (e.g. push factors) and preferred destination activities (e.g. pull factors) of American and British Millennials (n?=?322). Data analysis included the non-parametric Mann–Whitney U test, Kendall’s coefficient of concordance, an alternating least-squares algorithm (ALSCAL) model and ordinal regression. The results reveal that American and British Millennials are quite homogeneous in their push travel motivations and destination activity preferences. The most important motivational factors for both are ‘to relax’ and ‘to escape from the ordinary’. Both nationalities also agree that the most attractive destination activities are ‘to try local food’ and ‘to go sightseeing’. The findings indicate that the US and UK samples are similar and that there is room for segmentation according to demographics.     

Does cycling infrastructure reduce stress biomarkers in commuting cyclists? A comparison of five European cities

There is substantial evidence that the environment has an important impact on the use of bicycles. Changes in the built environment, such as cycling infrastructure provision, usually aim at improving the efficiency, enjoyability and safety of cycling. They can also shape affective responses, for instance by triggering or preventing stress situations during cycling. The repeated occurrence of intensely stressful events may make actual cyclists more likely to abandon cycling and deter prospective cyclists from actually taking up this form of mobility. Therefore, using a novel approach, based on stress biomarker measurements obtained directly from cyclists, the objective of this study is to investigate the relationship between urban environment and cyclists' stress. It also investigates if different types of cycling infrastructures in the contexts of two different countries and in five different cities have different relationships with stress. Using a stress sensor, 70 young adults were invited to cycle along a standard route in Oxford, London (the United Kingdom), Amsterdam, Houten and Groningen (the Netherlands). These routes were around 6 km long and had a wide range of characteristics. Multilevel logistic regression analysis indicates that the probability of stressful events occurring is significantly lower on physically segregated cycle paths than on cycle paths on streets, with cycling on general use streets falling in-between these extremes. We also find higher probabilities of stress for primary roads compared to tertiary roads, at intersections than on straight roads, on cobbled and off-road surfaces compared to asphalt, and in noisier places. Models for the individual cities suggested that the relationship between cycling infrastructure and the likelihood of stressful events occurring may depend on the local context. Only for noise conditions, intersection types and cycling infrastructures were the effects consistent across the cities. These findings may be useful for urban infrastructure planning and management, indicating specific attributes that should be adjusted to make cycling less stressful.     

Urban heritage and cultural tourism development: a case study of Valletta’s role in Malta’s tourism

ABSTRACT

Despite significant potential for cultural tourism, the predominant form of tourism in Malta is sun and sea. This paper evaluates Malta’s potential for cultural tourism with a focus on Valletta, a fortified historic city that overlooks the Grand Harbour. Valletta’s rich urban heritage and historic narrative makes it ideal for the development of a more culture-oriented tourism. The paper explores how, over more than half a century of tourism activity in Malta, culture and heritage retained a secondary role. Since the mid-nineties, Malta’s tourism policy shifted with culture and heritage being given greater importance, even if the sun and sea tourism remained a priority. Public and private investment brought about changes in Valletta that made it more amenable to cultural activity and tourism. Although European Capital of Culture Valletta 2018 provides new opportunities for cultural tourism to Malta, it is unclear whether this will bring a lasting legacy for Malta’s tourism. This Valletta case study shows that, for destinations with an established form of tourism, the development of cultural tourism meets with difficulties, in spite the presence of a rich urban heritage.     

Spatio-temporal evolution of cities and regional economic development in Nepal: Does transport infrastructure matter?

The literature on the New Economic Geography (NEG) suggests that transport cost is a major driving factor for the emergence of core–periphery patterns within a country. However, very few studies have tested this theoretical explanation in the context of transport infrastructure networks in developing countries. This paper takes a closer look at Nepal and tests four expectations that are drawn from the NEG, which highlight different aspects of the formation of core–periphery dynamic as determined by infrastructure quality. The expectations are tested by relating spatial-temporal patterns of road development to the growth and distribution of cities and examining the transport infrastructure contribution to shaping the patterns of regional economic development. We used intercity travel time estimates, based on the design speed of roads, length of sections and pavement type (from 1961 onwards in 10-year segments) as an indicator for the quality of infrastructure (transportation cost). Next, we computed hubness and accessibility indices of cities, defined by means of a gravity model and as a function of transportation cost, to undertake a cross-city comparison. We applied GIS mapping, multiple regression and mediation analysis techniques to relate these transport and accessibility characteristics to spatio-temporal patterns in city size and GDP per capita. Our study broadly confirms the core expectation derived from the NEG that transport improvements facilitate urbanization and that higher urbanization leads to higher regional GDP per capita. Two independent effects were identified in qualification of these overall patterns – the impact of market potential on city primacy and the impact of highly localized, immobile resources on GDP.     

Does ANSP size and scope matter in the European ANS market? A multi-product stochastic frontier approach

This paper assesses the existence of economies of scale and cost complementarities in the European air navigation services (ANS) industry to provide policymakers and air navigation service providers (ANSPs) insight into the economic viability of possible industry-led consolidation and unbundling opportunities. While previous studies using parametric methods made abstraction of the multi-product nature of the ANS industry, this paper tries to fill that gap by estimating a stochastic multi-product translog cost frontier. The existence of economies of density and scale is evaluated from the estimated cost frontier at the sample means as well as for individual ANSPs in the panel. The results suggest that during the period from 2006 to 2016 the European ANS industry faced economies of density and produced at constant economies of scale in the sample means. However, cost complementarities do not seem to be present.