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

Batouei, Amir; Iranmanesh, Mohammad; Nikbin, Davoud; Hyun, Sunghyup Sean

doi:10.1080/10941665.2019.1630457

Cited by 33 publications

(18 citation statements)

References 101 publications

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“…The survey was administered in the public area, encompassing the waiting, walking, and resting places of both halls. A self-administered questionnaire was distributed to airline passengers who agreed to complete the survey and met our selection criteria above (Batouei et al, 2019). Around 2500 respondents were approached over a period of two weeks, and a total of 778 questionnaires were returned with 31% response rate, which is similar to past studies using airport intercept [see Smahel (2017)].…”

Section: Data Collectionmentioning

confidence: 85%

Validating a consumer-based service brand equity (CBSBE) model in the airline industry

Sarker

Mohd‐Any

Kamarulzaman

2021

Journal of Retailing and Consumer Services

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Over time, scholars have argued that consumer-based brand equity (CBBE) models are less suitable for servicedominant brands, mainly because the role of customer experience with services is often disregarded. Also, the absence of two essential components, brand consistency and perceived value, signals a lack of depth in creating service brand equity. To address these gaps, we examine service-branding theory by conceptualizing and validating a consumer-based service brand equity (CBSBE) model in Sarker et al. (2019) in the context of airlines. Airline service direct experience and brand consistency are highly important aspects for strengthening brand equity components of services. Subsequently, maximizing perceived value, followed by creating favorable brand meaning are the nucleus of branding services. Using the most advanced PLS-SEM techniques, our CBSBE model is highly robust in explaining the theoretical notion of creating service brand equity. Thus, achieving a pleasant and desirable experience and maintaining consistency across direct service touchpoints would be an effective strategy for service organizations.

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Section: Data Collectionmentioning

confidence: 85%

Validating a consumer-based service brand equity (CBSBE) model in the airline industry

Sarker

Mohd‐Any

Kamarulzaman

2021

Journal of Retailing and Consumer Services

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“…Existing literature mostly only captures air-travel stress retrospectively, while travelers are surveyed either at the destination ( Larsen et al, 2009 ; Reisinger & Mavondo, 2005 ) or after they already returned home based on experience recall ( Chen, 2017 ; Chen et al, 2016 ; Deng & Ritchie, 2018 ). Even though a limited number of studies collect data directly from passengers at airports, these are still primarily retrospective and collected after the trip is completed ( Batouei et al, 2019 ; Beck, Rose, & Merkert, 2018 ). In other words, those passengers should not feel the air-travel stress at the time of measure as the flight was already taken.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

“…For many travelers, this can compromise leisure-travel benefits for their well-being ( Fritz & Sonnentag, 2006 ; Nawijn, Marchand, Veenhoven, & Vingerhoets, 2010 ). For the air-travel industry, it can ultimately result in less trust in the air-travel industry as well as reduced travel intentions and loyalty ( Batouei, Iranmanesh, Nikbin, & Hyun, 2019 ; Dwyer, 2019 ; Lieberman, 2020 ). Therefore, the purpose of this paper is to unveil the mechanisms of air-travel stress to effectively alleviate it and regain customer confidence ( Faraj-Dubz, 2020 ).…”

Section: Introductionmentioning

confidence: 99%

“…While pre-trip and at-destination stresses have been extensively studied ( Gao & Kerstetter, 2018 ; Jonas & Mansfeld, 2017 ; Nawijn, De Bloom, & Geurts, 2013 ), the research on air-travel stress have nevertheless been scarce. The limited attempts have been primarily made to examine the potential stressors contributing to air-travel stress ( McIntosh, 2006 ; Beck, Rose, & Merkert, 2017 ; Batouei et al, 2019 ). Further, there is little understanding of why and how people with different personal characteristics and from diverse contexts react to various air-travel stressors.…”

Section: Introductionmentioning

confidence: 99%

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A Conservation of Resources schema for exploring the influential forces for air-travel stress

2021

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Effective air-travel stress management is increasingly crucial in determining tourist satisfaction and travel choices, particularly in a time of intensive fear about virus, terrorism, and plane crashes. However, research about air-travel stress, particularly what and how various influential forces shape passenger stress levels, is still in its infancy. The current research proposes the adoption of Conservation of Resources (COR) theory as a holistic schema to identify through resource dynamics the potential influential forces for air-travel stress across leisure travel stages. The findings, based on surveying passengers at the gate of multi-country international and domestic airports, demonstrates the capability of COR schema to predict and explain the influences on air-travel stress from an array of personal and situational/trip-specific factors. The theoretical advances from COR-based cross-stage stress analyses, and the guidance for customized airline/airport stress-soothing service strategies are discussed.

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“…Vatankhah, Javid, and Raoofi discovered that high-performance work practices such as empowerment, reward, and promotion is positively related to perceived organizational support, and, thus, reduce counter-productive work behavior in the airline area [60]. Moreover, in the organizational behavior contexts, competent flight attendants who are capable of implementing their tasks successfully can positively affect to the airline's service quality and customers' satisfaction [61] As such, job performance does not simply refer to the accomplishments of a single team member. Rather, it is a comprehensive assessment of desired organizational behavior according to organizational measurements and influences.…”

Section: Job Performancementioning

confidence: 99%

Impact of Managerial Influence Tactics on Job Creativity and Performance: A Focus on Korean Airline Service Employees

Shin

Hyun

2019

Sustainability

Self Cite

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Little is known about the effectiveness of managerial influence tactics on job creativity and performance in the airline industry. Based on previous research, eleven hypotheses and a theoretical model was conducted under the assumption that individual influence tactics affect job creativity, job creativity has a positive influence on job performance, and job creativity mediates both influence tactics and job performance. This study implemented a quantitative method using multiple regression analysis, a three-step multiple regression analysis, and a Sobel test. According to an empirical method, among nine total influence tactics, inspirational appeals, ingratiation, exchange, and pressure acted as crucial drivers of job creativity, which had the greatest influence on job performance. Job creativity also had a mediating effect. On the other hand, the tactic of legitimating also positively influenced job creativity unlike previous studies. These findings may help managers by providing some insights for promoting job creativity and performance.

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

Cited by 33 publications

References 101 publications

Validating a consumer-based service brand equity (CBSBE) model in the airline industry

Validating a consumer-based service brand equity (CBSBE) model in the airline industry

A Conservation of Resources schema for exploring the influential forces for air-travel stress

Impact of Managerial Influence Tactics on Job Creativity and Performance: A Focus on Korean Airline Service Employees

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