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Quantifying the Dynamic Effects of Service Recovery on Customer Satisfaction : Evidence from Chinese Mobile Phone Markets

Fang, Zheng; Luo, Xueming; Jiang, Minghua - 2014

This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup,...

Persistent link: https://www.econbiz.de/10014039121

Satisfaction, Complaint, and the Stock Value Gap

Luo, Xueming - 2014

This article introduces the concept of a stock value gap — the shortfall of a firm's actual market value from its optimal market value, as measured by a best-performing benchmark. Using a large-scale, real-world database, the authors test the effects of both customer satisfaction and customer...

Persistent link: https://www.econbiz.de/10013064010

A Survey of Marketing Mix and Decisional Factors on Airline Carrier among Incentive Freight Forwarder in Thailand

Praditpong, Prerada - 2018

A study on marketing mix and decisional factors on airline carrier among Thai freight forwarder aims to investigate the … general behavior of the airline carrier selective decision for the freight forwarder in Thailand. It focuses on the use of … international outbound freight services in Bangkok metropolitan region. In addition, the marketing mix factors affecting airline …

Persistent link: https://www.econbiz.de/10012933607

International Airline Codesharing and Consumer Choice Behavior : Misconceptions vs. Quality Signals

Jong, Gerben de - 2018

We examine the impact of airline codesharing on consumer choice behavior in non-stop international route markets. Using …

Persistent link: https://www.econbiz.de/10012909091

Proximity and Knowledge Spillovers : Evidence from the Introduction of New Airline Routes

Jin, Wang - 2020

The chicken-and-egg problem between localized knowledge spillovers and thespatial concentration of inventive activities makes it difficult to identify how proximity affects knowledge spillovers. Using sudden changes in travel time following the introduction of new flight routes, we identify that...

Persistent link: https://www.econbiz.de/10012832275

Proximity and Knowledge Spillovers : Evidence from the Introduction of New Airline Routes

Bai, John (Jianqiu); Jin, Wang; Zhou, Sifan - 2021

This paper studies the causal relationship between proximity and knowledge diffusion by exploiting sudden changes in travel time following the introduction of new flight routes. We find that decreasing travel time between U.S. cities by 20% increases knowledge flow by 0.5%, which corresponds to...

Persistent link: https://www.econbiz.de/10014088540

Pricing Strategy and Technology Choices : An Empirical Investigation of 'Everyday Low Price' in the Domestic US Airline Sector

Sin, Raymond G. - 2012

There is a rich literature in economics on factors that govern airline prices. With approximately 50% of airline … tickets sold online, there is now a renewed interest in investigating airline pricing particularly amongst Information Systems …-examine airline pricing, one missing piece calls for a thorough empirical investigation: In all extant studies (economics, marketing …

Persistent link: https://www.econbiz.de/10013107426

Emission pricing and capital replacement : evidence from aircraft fleet renewal

Jong, Gerben de - 2022

efficient assets, but this may crowd out replacements outside the policy. Using asset-level data from the airline industry, I …

Persistent link: https://www.econbiz.de/10013359048

When social media delivers customer service : differential customer treatment in the airline industry

Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Management information systems : mis quarterly 42 (2018) 2, pp. 489-520

Persistent link: https://www.econbiz.de/10011878404

Utilitarian Motivations to Engage with Travel Websites : An Interactive Technology Adoption Model

Camilleri, Mark Anthony - 2022

Purpose: This study aims to investigate perceptions about interactive travel websites. The researchers hypothesize that engaging content, the quality of information and source credibility has a significant effect on the consumers’ utilitarian motivations to continue using them in the...

Persistent link: https://www.econbiz.de/10014265025