2008
DOI: 10.1016/j.jairtraman.2007.08.002
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Cross-cultural perspectives regarding service quality and satisfaction in Chinese cross-strait airlines

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Cited by 38 publications
(16 citation statements)
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“…Furthermore, SERVQUAL has been widely applied to the existing research on service quality in various industries. For example, Park et al , Chen , Lu and Ling , Jou et al and Chou and Kim applied the SERVQUAL scale to investigate service quality in the public transport services industry. In order for consistency and comparability with prior studies, this study also utilizes the SERVQUAL scale proposed by Parasuraman et al to examine Taiwan's high speed rail service quality.…”
Section: Literature Review and Research Hypothesesmentioning
confidence: 99%
“…Furthermore, SERVQUAL has been widely applied to the existing research on service quality in various industries. For example, Park et al , Chen , Lu and Ling , Jou et al and Chou and Kim applied the SERVQUAL scale to investigate service quality in the public transport services industry. In order for consistency and comparability with prior studies, this study also utilizes the SERVQUAL scale proposed by Parasuraman et al to examine Taiwan's high speed rail service quality.…”
Section: Literature Review and Research Hypothesesmentioning
confidence: 99%
“…The second-largest body of airline-related studies has been highlighting the comparison of the perception of service quality between FSCs and LCCs (e.g., Chiou & Chen, 2010;O'Connell & Williams, 2005), airlines in different regions or nationality (e.g., Basfirinci & Mitra, 2015;Lu & Ling, 2008). For example, O'Connell and Williams (2005) explored differences in passengers' perceptions between LCCs and FSC including passengers' profile, principal reasons for carrier selection, prominent drivers of each types of airline's business outcomes in model.…”
Section: B Service Quality Of Fscs and Lccsmentioning
confidence: 99%
“…Trong ngành hàng không, cảm nhận khách hàng về CLDV đóng vai trò quan trọng trong sự thành công của một hãng hàng không (Lu & Ling, 2008). CLDV hàng không dựa trên cảm nhận của hành khách về dịch vụ nên là gì và cách thức dịch vụ được tạo giao (Liou & Tzeng, 2007).…”
Section: Mô Hình Chất Lượng Dịch Vụunclassified