One of my post graduate students is working on the impact of service quality of airlines on consumer buying decisions. Kindly advise me articles and research methods for the same.
You can start with CRM literature. It will help you find the suitable literature on Service quality and measures for the service quality. Although its work of one of my students but I hope i might help
Article Impact of customer relationship management on customer satis...
I would suggest focusing on the articles that deal with perceived service quality within public passenger transport (PPT) theme. The following articles might be helpful, since they focus on service quality, as well as consider the issue of fare and re-patronage:
1.DiJohn, J., P. Metaxatos, L. Dirks and K. Allen (2008), “ADA Special services: Price elasticity for the provision of free service in the state of Illinois”. Urban Transportation Center, University of Illinois at Chicago. Final report.
2.Cirillo, C., L. Eboli and G. Mazzulla (2011), “On the Asymmetric User Perception of Transit Service Quality”, International Journal of Sustainable Transportation, 5 (4), 216-232. DOI: 10.1080/15568318.2010.494231
3.Lai, W.-T. and C.-F. Chen (2011), “Behavioral intentions of public transit passengers – The roles of service quality, perceived value, satisfaction and involvement”, Transport Policy, 18, 318-325. DOI: 10.1016/j.tranpol.2010.09.003
4.Monchambert, G. and A. de Palma (2014). "Public transport reliability and commuter strategy". Journal of Urban Economics, 81, 14–29
5.Hutchinson, T.P. (2011). “Classification of reasons for poor customer experiences in service industries: the case of public transport”, Transportation Planning and Technology, 34 (8), 747-758, DOI: 10.1080/03081060.2011.613584
In addition, here are some articles on research methods:
1.Cascetta, E. and A. Cartenì (2014), “A Quality-Based Approach to Public Transportation Planning: Theory and a Case Study”, International Journal of Sustainable Transportation, 8 (1), 84-106. DOI: 10.1080/15568318.2012.758532
2.Eboli, L. and G. Mazzulla (2008), “A Stated Preference Experiment for Measuring Service Quality in Public Transport”, Transportation Planning and Technology, 31 (5), 509-523. DOI: 10.1080/03081060802364471
3.Eboli, L. and G. Mazzulla (2011), “A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view”, Transport Policy, 18, 172-181.
In case I was of any help, please feel free to contact me any time.
I would suggest to concentrate on interaction of service encounters. During the service experience, you can separate the service experience at least two different section which are ticketing period and service experience period. Furthermore, if the topic is related with the outbound services, you may consider intercultural interaction of service encounters as well.
Thanks
I suggest that you look at papers dealing with the service evaluation model and service quality measures generally. Below I include certain publications rather new that can be of assistance.However, the role of service quality in many consumer related variables such as word of mouth, purchasing intentions, loyalty etc have been researched extensively. Make sure you define specifically which consumer buying decisions you will analyse and think about whether it would be interesting to also use relationship quality as a mediator variable between service quality and consumer buying decisions, A lot of past research has used that and has found strong mediator effects.
Neil Curry & Yuhui Gao (2012): Low-Cost Airlines—A New Customer Relationship?
An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting, Services Marketing Quarterly, 33:2, 104-11.
Ladhari, R. (2008) Alternative Measures of Service Quality. Managing Service Quality, Vol. 18 No. 1, pp. 65-86.
Hutchinson , Fujun Lai & Youcheng Wang (2009) Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism Management 30, pp. 298–308
u can use these standards to evaluate quality ?
access (is the service easy to get access to and delivered on time?); credibility (is the company credible and trustworthy?)!knowledge (does the service provider really understand customers' needs?}; re-liability (how dependable and consistent is the service?); security (is the service low-risk and free from danger?); competence (are staff knowledgeable and in possession of the skills required to delivery good service?); communication (how well has the company explained its service?); courtesy (are staff polite, consid-erate and sensitive to customers?); responsiveness (are staff willing and quick to deliver the service?); and tangibility (does the appearance of staff, the physical environment and other tangible representations of the service reflect high quality?). The first five are concerned with the quality of the outcome of service provided, while the last five are related to the quality of the delivery process. By focusing on the dimensions that are important to customers, the service firm can ensure that customers' expectations are fully met.
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