Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers.
暂无分享,去创建一个
[1] Sheng-Hshiung Tsaur,et al. The evaluation of airline service quality by fuzzy MCDM. , 2002 .
[2] Kevin Lane Keller. Conceptualizing, Measuring, and Managing Customer-Based Brand Equity , 1993 .
[3] Fareena Sultan,et al. International service variants: airline passenger expectations and perceptions of service quality , 2000 .
[4] Roland T. Rust,et al. Service Quality: New Directions in Theory and Practice , 1993 .
[5] R. Hoyle. Structural equation modeling: concepts, issues, and applications , 1997 .
[6] Richard A. Connor,et al. Marketing your consulting and professional services , 1985 .
[7] Ali Kara,et al. Consumers' Perceptions of Airlines: A Correspondence Analysis Approach in a Global Airline Industry , 1994 .
[8] R. P. McDonald,et al. Goodness-of-fit indexes in confirmatory factor analysis : The effect of sample size , 1988 .
[9] C. Grönroos. A Service Quality Model and its Marketing Implications , 1984 .
[10] Richard A. Spreng,et al. Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination , 1997 .
[11] K. Ruyter,et al. Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction , 1998 .
[12] A. Parasuraman,et al. Refinement and reassessment of the SERVQUAL scale. , 1991 .
[13] B. Tabachnick,et al. Using Multivariate Statistics , 1983 .
[14] Kuang-Jung Chen. Consumer Tolerance Zone , 1997 .
[15] K. F. Alotaibi,et al. AN EMPIRICAL INVESTIGATION OF PASSENGER DIVERSITY, AIRLINE SERVICE QUALITY, AND PASSENGER SATISFACTION. , 1992 .
[16] J. Carman. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .
[17] Chung-Hsing Yeh,et al. A survey analysis of service quality for domestic airlines , 2002, Eur. J. Oper. Res..
[18] C. Fombrun,et al. What's in a Name? Reputation Building and Corporate Strategy , 1990 .
[19] Nha Nguyen,et al. The mediating role of corporate image on customers’ retention decisions: an investigation in financial services , 1998 .
[20] T. O'Brien,et al. Service Quality and Customer Loyalty in the Commercial Airline Industry , 1993 .
[21] Steven A. Taylor,et al. Measuring Service Quality: A Reexamination and Extension , 1992 .
[22] T. Andreassen,et al. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise , 1998 .
[23] G. L. Shostack. Breaking Free from Product Marketing , 1977 .
[24] A. Parasuraman,et al. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .