This study examined the role of airline food and beverage (F&B) performances, and how it affects full-service airline passengers’ loyalty generation processes. The roles of passengers’ cognitive and affective appraisals of flight experiences were considered, as well as the moderating role in-flight physical environment. 302 U.S. airline passengers were sampled and results from a structural equation modeling showed that the intricate interrelationships of airline F&B performances, cognitive appraisal of flight experiences, and affective appraisal of flight experiences were significantly supported. Moreover, a metric invariance test identified that in-flight physical environment played a significant moderating role.
Contribution of airline F&B to passenger loyalty enhancement in the full-service airline industry
Journal of Travel & Tourism Marketing ; 37 , 3 ; 380-395
23.03.2020
16 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Unbekannt
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