Impact of delays on costumers'safety perceptions and behavioral intentions
Visualitza/Obre
Estadístiques de LA Referencia / Recolecta
Inclou dades d'ús des de 2022
Cita com:
hdl:2099/12918
Tipus de documentArticle
Data publicació2012-12
EditorEscola Tècnica Superior d'Enginyeries Industrial i Aeronàutica de Terrassa. Universitat Politècnica de Catalunya
Condicions d'accésAccés obert
Llevat que s'hi indiqui el contrari, els
continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
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Reconeixement-NoComercial 3.0 Genèrica
Abstract
Purpose: The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions
Design/methodology/approach: We modified a customer satisfaction questionnaire to include questions relating to the constructs we wanted to examine and collaborated with a major international airline to collect data from 797 customers through in-flight surveys.
Findings: We obtain three key original findings. First, perceived safety exerts a direct positive effect on behavioral intentions. Second, perceived delays exert an indirect effect mediated by perceived safety. Finally, customers believe operational practices affect both delay and safety.
Originality/value: This is the first paper that examines the customer's perspective on two of the most important aspects of airline operations management: delays and safety. Our findings are of great value to managers who want to evaluate the impact of delays and safety on customers and to researches interested in the theoretical relationships between these two constructs.
CitacióRocha e Oliveira, Pablo; Ferrer, Juan Carlos; Parasuraman, A. Impact of delays on costumers'safety perceptions and behavioral intentions. "Journal of Airline and Airport Management", Desembre 2012, vol. 2, núm. 2, p. 86-100.
ISSN2014-4806
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