An investigation of service quality,customer satisfaction and loyalty in China's airline market

Customer loyalty is a source of competitive advantage and an important intangible asset to any organisations, but empirical evidence from China's airline market regarding the determinants of passenger satisfaction and loyalty is lacking. This paper investigates the service quality of four major airlines in China's domestic market and explores the links between their service quality and customer satisfaction, as well as the conditions under which airlines can retain existing passengers. In line with previous studies, service quality variables are significant factors influencing customer satisfaction levels. However, satisfactory service was not found to result in higher customer loyalty among business travellers. In comparison to Hainan Airlines, passengers who travelled with Air China, China Southern and China Eastern were more likely to switch to an alternate carrier, indicating lower levels of brand loyalty. In addition, the frequent flyer programs (FFPs) have been largely a failure for the four major airlines in terms of increasing customer loyalty, as revealed in this study. It is necessary to draw distinctions between business and leisure travellers when studying the determinants of customer satisfaction and customer loyalty. Ticket pricing had a positive and significant effect on passengers' overall satisfaction and in turn strengthened customer loyalty among leisure travellers, but achieved no impact on the satisfaction and loyalty of business passengers. Some demographic variables such as gender, income and education are statistically significant for one group of passengers but not for another in the probit models estimated. It is suggested that different marketing strategies may be used to target different market segments to improve customer loyalty.     

“I live with terror inside me”: Exploring customers’ instinctive reactions to terror

Terrorist attacks occur mostly at public service-oriented sites. Consequently, their victims are likely to be customers. The present study explores how customers instinctively react toward the reality of terror in a matrix of 2 × 2 aspects concerning terror circumstances: temporal proximity (brief or long) and physical proximity (close or remote) from the terror event. In qualitative in-depth interviews, customers from France and Israel were requested to share their instinctive reactions and coping strategies when approaching hospitality (hedonistic) and transportation (utilitarian) services. Participants (N = 47) comprised customers having a protracted acquaintance with persistent terror threats. The analysis identified differences in reactions, subject to temporal and physical proximities. When terror attacks are physically close, customers’ emotions, cognitions, and behaviors undergo modification with time. However, when terror attacks occur at a location remote from the customer, customers’ emotions and cognitions, but not their behavior, change with time. These reactions were comparable for the two service contexts. Practical implications were elaborated to enable service establishments (i.e., hospitality and transportation) to design and manage their operations for the short and long term to assist customers in the difficult era of terror.     

Star rating and corporate affiliation: their influence on room price and performance of hotels in Israel

The purpose of this paper is to ascertain whether and how star rating and corporate affiliation, as signals of quality, influence pricing decisions of hotels in Israel in various geographical locations, each with its specific market characteristics and during two different periods in which the business environment suffers from a crisis due to the political circumstances in the Middle East. The data suggests that the star-rating system, which is traditionally used to rate hotels’ quality, is a still stable and consistent predictor of room prices. However, in light of the increased usage of brand names in the Israeli industry, it was found that the ability to charge and receive a premium for the hotel corporate affiliation or brand name is not consistent. The analysis presents the case in which a premium for brand name is eroded by the influence of the crisis, by the level of corporate intensity in the region, and also by the relative strength of consumers in the different geographical locations.     

Importance Performance Competitor Analysis (IPCA): A study of hospitality companies

Although Importance Performance Analysis (IPA) is a popularly used method in many research areas, academics mainly criticise it because of its relative structure and lack of consideration of competitors. In the present study, the author proposes an extended version of IPA, which is called Importance Performance Competitor Analysis (IPCA), to address these shortcomings. The proposed method considers the GAP score, which is obtained by the comparison of an attribute’s importance and the focal company’s performance in the same attribute. Moreover, it uses focal and competing companies’ performance differences score. IPCA offers different strategies for each attribute depending on the quadrant that it is positioned in. Absolute structure and consideration of competitors are the advantages of IPCA. Another characteristic of the IPCA is its simplicity, like IPA, there is no necessity to have advanced level statistical knowledge.     

Determinants of attitudinal loyalty in Nigerian telecom service sector: Does commitment play a mediating role?

This paper explores the mediating role of commitment in the relationships between service assurance, service reliability and attitudinal loyalty. A quantitative cross-sectional data generated from 138 experienced users of telecommunication services formed the final database. Attitudinal loyalty was found to be a process-based construct that starts from service assurance and proceeds to service reliability and finally to customer commitment and loyalty. The entire process explained 69 per cent of the total variance in attitudinal loyalty. The relationship between service assurance and attitudinal loyalty was insignificant. No support was found for the proposed mediating role of customer commitment in the relationship between service assurance and attitudinal loyalty. In contrast, the relationship between service assurance and attitudinal loyalty was fully mediated by service reliability. Finally, service reliability was both directly and indirectly related to attitudinal loyalty through customer commitment. To attract customers' attitudinal loyalty therefore, services companies especially those within the low-contact service category must deliver reliable services and make efforts to assure customers that their services are reliable. The implications for customer loyalty theory and future research are also discussed.     

对外直接投资提高了中国经济增长质量吗

中国企业对外直接投资是否有利于促进经济增长质量的提升,已成为中国学者及政策制定者迫切需要深入研究的命题。本文利用2009—2013年的省级数据和工业企业数据,采用倾向得分匹配法,分别从地区和企业两个维度实证考察了对外直接投资对经济增长质量的影响效应,研究发现:(1)总体上,对外直接投资能够有效促进经济增长质量水平的提升;考虑控制变量后,对外直接投资仅对经济增长效率产生抑制作用;(2)相较于未实施对外投资的企业,对外投资企业对自身经济增长质量具有显著的正向效应;(3)考虑到企业异质性特征后,不论企业的投资深度如何,向发达国家进行的投资行为都更有利于提高企业的经济增长质量。以上这些发现不仅为全面理解中国企业的对外直接投资行为提供了经验证据,也为中国发展“质量型”经济提供了有现实意义的参考依据。