Impact of an Airline Merger on Customer Satisfaction

ABSTRACT

Given the radical changes in the airline industry where many airlines struggle to sustain their financial viability, consolidation appears to be one viable option for airlines. While airlines guarantee that consolidation will bring better customer service, the traveling public fears the effects of mergers that result from less competition. Using the AA/TWA merger, this article presents the results of an empirical study that provides both the airline public and airlines with insight into the real impact of an airline merger on airline service and customer satisfaction.     

Attitude towards immigrants and security: Effects on destination-loyal tourists

This study was conducted in the midst of a surge of undocumented immigrants into a popular seasonal migrant destination in the U.S. and the subsequent state response of adding security forces. Factors examined include the effects of the role of media in shaping perceptions about security forces, perceptions about security force effectiveness, perceptions of undocumented immigrants and political orientation. The study of 413 respondents found that attitudes toward undocumented immigrants affect felt safety in the region, likelihood of recommending and returning to the region. Perceptions of the effectiveness of the security forces were important in affecting likelihood of recommending the region to others but not return intention. These and other findings contribute significantly to the scant research on both effectiveness of crises management responses and on effects of perceptions of undocumented immigrants on traveler behavior.     

Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective

An increasing number of hospitality firms have integrated self-service technologies (SSTs), yet limited studies exist concerning consumers’ experience of using SSTs. The present research theorizes SSTs experience as a bi-dimensional (i.e., extrinsic and intrinsic) construct and tests its impact on consumer commitment (i.e., affective, temporal, and instrumental commitment). This research further examines the potential mediating effect of transcendent consumer experience (TCE) on the tested relationships. Results of Structural Equation Modeling using a sample of 223 hotel and restaurant consumers reveal that TCE fully mediates the impacts of SSTs’ extrinsic attributes on the instrumental commitment as well as the impacts of SSTs’ intrinsic attributes on the instrumental and the temporal commitment. In contrast, TCE partially mediates the impacts of SSTs’ extrinsic attributes on the affective and the temporal commitment as well as the impacts of SSTs’ intrinsic attributes on the affective commitment. The paper concludes with theoretical implications and managerial implications.     

How Global Airports Engage Social Media Users: A Study of Facebook use and its Role in Stakeholder Communication

Examining airports’ use of Facebook, particularly the types of information they have provided to, and established with, users, this study was conducted using the framework of the five functional aspects: communications, promotions, product distribution, research, and management relationship building. The results show that the airports studied used Facebook for various aspects of communication with users, different airports concentrating on different areas. The study also supports previous findings in revealing a lack of strategic marketing, and showing that the limited uniformity of airports’ Facebook pages lessens the effectiveness of communication. The findings of this study benefit airports, especially those with limited budgets and limited human resources for social media. The findings also imply and highlight actions and strategies being used to successfully promote posts on Facebook. The use of such strategies is expected to gain airports greater popularity and enable them to develop a more positive public image.     

Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion

As the use of international airports has been increasing, airports have emerged as a remarkable background in the tourism industry. To address this, the present study aimed at (1) investigating the relationships among the variables of airport physical environments, customer emotion, and satisfaction, (2) verifying which attribute of airport physical environments has significant impact on customer emotion, and (3) examining the mediating role of emotion between airport physical environments and customer satisfaction. The snowball method was introduced to collect the data. According to the findings from the structural analysis, three components of airport physical environments had decisive effects on pleasure. However, most of airport physical environments were insignificant on arousal, and arousal had invalid impact on satisfaction. Customer emotion was found as a partial mediator between the identical attributes of airport physical environments and customer satisfaction. Discussions and implications for airport practitioners, limitations, and suggestions for future research were also provided.     

Comparing the Developmental Process of Consumptive Orientation Across Different Population Groups

Recreational fishing provokes conservation concerns given the growing recreational demands on fisheries resources in different countries. Despite the negative impact of recreational fishing on fishery resources, it can contribute to improving resource conditions if appropriate legal and management institutions and understanding anglers' attitudes and behaviors are successfully accomplished. The purpose of this study is to investigate how anglers develop consumptive orientation using the concept and propositions of recreation specialization and to examine how the formation process of consumptive orientation is dissimilar across angler populations between Texas of the United States and Queensland of Australia. Study results suggest that, in some angler populations, increasing specialization may actually increase anglers' level of consumptive orientation; further investigation is needed to better understand the linkages among specialization, experience preferences, and consumptive orientation; and how these linkages can vary between angler populations or population segments.     

Examining the effects of robotic service on brand experience: the moderating role of hotel segment

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.     

Theme park revenue management with a dual admission policy

There are several efforts to increase the revenue of theme parks. One of them is to divide admission policy into normal and express admission. If a certain customer buys express admission ticket with more expensive price, it is possible to reduce the excessive waiting time by using the exclusive waiting line for some or all the attraction’s rides. In this study, decision-making elements such as the price of the express admission ticket, maximum allowed number of express admission ticket per day, and the type of rides which can apply the express admission ticket are investigated to maximize the revenue.     

Reward climate and its impact on service quality orientation and employee attitudes

This study examined the mediating role of service quality orientation (SQO) on reward climate and employee attitudes. Using a sample drawn from the hotel industry in Hong Kong, we found that reward climate was significantly associated with job satisfaction and organizational commitment. Employees that perceived a strong service reward climate tended to exhibit a more pronounced SQO and in turn higher levels of job satisfaction and organizational commitment. These findings underscore the importance of reward climate to the process of service provision. Implications for the establishment of a service reward climate are discussed as are suggestions for future research in this promising new area.