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
Article (Journal)
Electronic Resource
English
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