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Titolo:
Airline market share and customer service quality: a reference-dependent model
Autore:
Suzuki, Y; Tyworth, JE; Novack, RA;
Indirizzi:
Iowa State Univ, Coll Business, Dept Logist Operat & MIS, Ames, IA 50011 USA Iowa State Univ Ames IA USA 50011 Logist Operat & MIS, Ames, IA 50011 USA Penn State Univ, Coll Business Adm, Dept Business Logist, University Pk, PA 16802 USA Penn State Univ University Pk PA USA 16802 t, University Pk, PA 16802 USA
Titolo Testata:
TRANSPORTATION RESEARCH PART A-POLICY AND PRACTICE
fascicolo: 9, volume: 35, anno: 2001,
pagine: 773 - 788
SICI:
0965-8564(200111)35:9<773:AMSACS>2.0.ZU;2-6
Fonte:
ISI
Lingua:
ENG
Soggetto:
LOSS AVERSION; ADVANTAGE; INDUSTRY; CHOICE; TIME;
Keywords:
airline demand; customer service; reference point; econometric model;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
Engineering, Computing & Technology
Citazioni:
29
Recensione:
Indirizzi per estratti:
Indirizzo: Suzuki, Y Iowa State Univ, Coll Business, Dept Logist Operat & MIS, 300 Carver Hall,Ames, IA 50011 USA Iowa State Univ 300 Carver Hall Ames IA USA 50011 , IA 50011 USA
Citazione:
Y. Suzuki et al., "Airline market share and customer service quality: a reference-dependent model", TRANSP R A, 35(9), 2001, pp. 773-788

Abstract

Traditional models that explain the nature of the relationship between customer service quality and airline demand assume that the relationship can be approximated by using smooth or differentiable curves. Suzuki and Tyworth, however, recently argued that this assumption may not be valid, and that,if it is invalid, the model performance can be improved by using non-smooth functions to represent the relationship (Suzuki, Y., Tyworth, J.E., 1998. A theoretical framework for modeling sales-service relationships in the transportation industry. Transportation Research E 34 (2), 87-100). We use their framework to develop a model that represents the relationship between service quality and market share in the airline industry and then empirically compare its performance with conventional airline demand models. The results indicate that the relationship is characterized by a non-smooth curve and that our model provides a significantly better goodness of fit than other conventional demand models. (C) 2001 Elsevier Science Ltd. All rights reserved.

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Documento generato il 01/04/20 alle ore 11:18:10