Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines

被引：27
作者：
Lu, Jin-Long [1 ]
Ling, Feng-I [2 ]
机构：
[1] Chang Jung Christian Univ, Tainan 71101, Taiwan
[2] E China Inst Technol, Hsinchu 312, Taiwan
来源：
JOURNAL OF AIR TRANSPORT MANAGEMENT | 2008年 / 14卷 / 01期
关键词：
cross-strait airlines; service quality; cross-cultural;
D O I：
10.1016/j.jairtraman.2007.08.002
中图分类号：
U [交通运输];
学科分类号：
08 ; 0823 ;
摘要：
Although the same culture and language pertains in Taiwan and the Chinese mainland, perceptions of service quality vary. Here notions of air service quality is examined in terms of passengers' backgrounds, and especially of those from cross-strait areas based on the perception data of Taiwan travelers and Mainland China travelers. Significant differences are found between cross-strait airlines and Taiwan and Mainland China travelers regarding service attributes. (C) 2007 Elsevier Ltd. All rights reserved.
引用
收藏
页码：16 / 19
页数：4
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