价值还是质量？不同国家市场航空公司客户满意度策略的差异

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2020-07-02 DOI:10.1080/15332969.2020.1786244

Wolfgang Messner

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引用次数: 4

摘要

摘要全球策略师建议在新兴市场和发达市场都部署物有所值的战略。这项研究使用了来自29个国家的24926名航空公司乘客的评论，并在多国背景下调查了性价比和服务质量观念如何影响客户满意度。本研究还通过理论和实证研究一个国家的经济状况和享乐价值取向对客户满意度的调节影响，在国际层面上推进了物有所值营销策略的战略匹配研究。其结果显然与新兴世界与发达世界的思想背道而驰。

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Value or Quality? Differences in Airlines’ Customer Satisfaction Strategies across National Markets

Abstract Global strategists suggest to deploy a value for money strategy both in emerging and developed markets. This study uses reviews from 24,926 airline passengers across 29 countries, and investigates in a multi-country context how value for money and service quality perceptions influence customer satisfaction. This study also advances strategic-fit research of value-for-money marketing strategies on an international level by theorizing and empirically investigating the moderating influence of a country’s economic condition and hedonic value orientation on customer satisfaction. The results clearly oppose an emerging versus developed world thinking.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.