Abstract The paper examines emerging service factor considered by domestic airline passengers in South Africa and Italy. The findings revealed the emergence of very similar factor structures between the two countries. To an extent, these factors represent the various inter-linking service spheres that passengers encounter along the service value chain offered by airlines. The findings also revealed that both samples had similar views regarding the relative importance of the factors.
Highlights ► Analysis of service factors reported by airline passengers. ► Challenges in managing overall customer experience in service value chain. ► Implications for marketing and customer satisfaction of prior travel experience.
Airline service quality in South Africa and Italy
Journal of Air Transport Management ; 25 ; 19-21
2012-01-01
3 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
Airline service quality in South Africa and Italy
Online Contents | 2012
|Airline Service Quality Attributes
Springer Verlag | 2023
|Quality of service under airline deregulation
TIBKAT | 1986
|Willingness to Pay for Airline Service Quality
Online Contents | 2008
|Willingness to Pay for Airline Service Quality
Taylor & Francis Verlag | 2008
|