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dc.contributor.authorRocha e Oliveira, Pablo
dc.contributor.authorFerrer, Juan Carlos
dc.contributor.authorParasuraman, A.
dc.identifier.citationRocha 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.
dc.description.abstractPurpose: 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.
dc.format.extent15 p.
dc.publisherEscola Tècnica Superior d'Enginyeries Industrial i Aeronàutica de Terrassa. Universitat Politècnica de Catalunya
dc.rightsAttribution-NonCommercial 3.0 Unported
dc.subjectÀrees temàtiques de la UPC::Aeronàutica i espai::Aeroports
dc.subjectÀrees temàtiques de la UPC::Enginyeria civil::Infraestructures i modelització dels transports::Infraestructures i transport aeri
dc.subject.lcshConsumer satisfaction
dc.subject.lcshAirlines--Safety measures
dc.subject.otherPerceived delays
dc.subject.otherPerceived safety
dc.titleImpact of delays on costumers'safety perceptions and behavioral intentions
dc.subject.lemacSatisfacció del consumidor
dc.subject.lemacAeronàutica -- Mesures de seguretat
dc.subject.lemacAviació comercial
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
upcommons.citation.authorRocha e Oliveira, Pablo; Ferrer, Juan Carlos; Parasuraman, A.
upcommons.citation.publicationNameJournal of Airline and Airport Management

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