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Contribution of airline F&B to passenger loyalty enhancement in the full-service airline industry
Journal of Travel & Tourism Marketing ( IF 8.178 ) Pub Date : 2020-06-09 , DOI: 10.1080/10548408.2020.1757563
Heesup Han 1 , Kai-Sean Lee 2 , Bee-Lia Chua 3 , Sanghyeop Lee 4
Affiliation  

ABSTRACT

This study examined the role of airline food and beverage (F&B) performances, and how it affects full-service airline passengers’ loyalty generation processes. The roles of passengers’ cognitive and affective appraisals of flight experiences were considered, as well as the moderating role in-flight physical environment. 302 U.S. airline passengers were sampled and results from a structural equation modeling showed that the intricate interrelationships of airline F&B performances, cognitive appraisal of flight experiences, and affective appraisal of flight experiences were significantly supported. Moreover, a metric invariance test identified that in-flight physical environment played a significant moderating role.



中文翻译:

全方位餐饮业中航空公司餐饮对提高旅客忠诚度的贡献

摘要

这项研究检查了航空食品和饮料(F&B)绩效的作用,以及它如何影响全方位服务的航空公司乘客的忠诚度生成过程。考虑了旅客对飞行体验的认知和情感评价的作用,以及在飞行中物理环境的调节作用。对302名美国航空公司的乘客进行了抽样,结构方程模型的结果表明,航空公司餐饮绩效,飞行经历的认知评估以及飞行经历的情感评估之间的复杂相互关系得到了大力支持。此外,度量不变性测试确定飞行中的物理环境起着重要的调节作用。

更新日期:2020-06-09
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