Flight anxiety: investigating the role of airline service quality and flight crew's competence

被引：27

作者：

Batouei, Amir ^{[1
]}

Iranmanesh, Mohammad ^{[1
]}

Nikbin, Davoud ^{[2
]}

Hyun, Sunghyup Sean ^{[3
]}

机构：

[1] Univ Sains Malaysia, Grad Sch Business, George Town, Malaysia

[2] Sohar Univ, Fac Business, Sohar, Oman

[3] Hanyang Univ, Sch Tourism, 17 Haengdang Dong, Seoul 133791, South Korea

来源：

ASIA PACIFIC JOURNAL OF TOURISM RESEARCH | 2019年 / 24卷 / 07期

基金：

新加坡国家研究基金会;

关键词：

Airline; flight anxiety; service quality; flight crew's competence; satisfaction; loyalty; travellers; Malaysia; expectation disconfirmation theory; social cognitive theory; WORD-OF-MOUTH; CUSTOMER SATISFACTION; LOW-COST; BEHAVIORAL INTENTIONS; MODERATING ROLE; PASSENGER LOYALTY; CONCEPTUAL-MODEL; PRICE PERCEPTION; PERCEIVED VALUE; FOOD QUALITY;

D O I：

10.1080/10941665.2019.1630457

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The aims of this study were to investigate the role of airlines' service quality and flight crew's competence on travellers' flight anxiety and satisfaction and to examine whether flight anxiety and satisfaction are related to travellers' loyalty. Partial least squares analysis, with empirical data from 262 travellers, was employed to assess the proposed conceptual model. Results indicated that flight crew's competence and service quality are significantly related to both flight anxiety and travellers' satisfaction. Travellers' satisfaction was found to affect travellers' loyalty, while the effect of flight anxiety on travellers' loyalty was not supported.

引用

页码：710 / 724

页数：15

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