International service variants: airline passenger expectations and perceptions of service quality

Article Abstract:

Perceptions as to quality of service vary and are influenced by differences in culture and nationality. They also vary accordingly according to passenger groupings on international flights who are more discerning and critical of services and perceptions of reliability.

Canada, Germany, Thailand, Statistical Data Included, Contracts, Deutsche Lufthansa AG, United Air Lines Inc., Technical, Air Canada, Varig S.A., Thai Airways International Ltd.

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Service intangibility and its impact on consumer expectations of service quality

Article Abstract:

A service quality study on consumer expectations is discussed.

United Kingdom, Marketing, Customer service, Services industry, Service industries

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Service failure and loyalty: an exploratory empirical study of airline customers

Article Abstract:

A study of the relationship of airlines and their customers in the context of service deterioration showed the movement of customer attitude toward service deterioration going through three distinct stages. Customer response to service failures initially goes through the 'open-minded stage, then through the 'impatience' stage and then culminating in the 'tolerant' stage. The last stage is the most interesting stage since it is marked by a closer relationship between the airline and its customers, leading to more consideration from customers.

Consumer Behavior, Models, Services, Consumer preferences

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