Contribution of airline F&B to passenger loyalty enhancement in the full-service airline industry

Citation

Heesup, Han and Lee, Kai Sean and Chua, Bee Lia and Sanghyeop, Lee (2020) Contribution of airline F&B to passenger loyalty enhancement in the full-service airline industry. Journal of Travel & Tourism Marketing, 37 (3). 380 - 395. ISSN 1054-8408; ESSN: 1540-7306

Abstract

This study examined the role of airline food and beverage (F&B) performances, and how it affects full-service airline passengers’ loyalty generation processes. The roles of passengers’ cognitive and affective appraisals of flight experiences were considered, as well as the moderating role in-flight physical environment. 302 U.S. airline passengers were sampled and results from a structural equation modeling showed that the intricate interrelationships of airline F&B performances, cognitive appraisal of flight experiences, and affective appraisal of flight experiences were significantly supported. Moreover, a metric invariance test identified that in-flight physical environment played a significant moderating role.

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Official URL or Download Paper: https://www.tandfonline.com/doi/abs/10.1080/105484...

Additional Metadata

Item Type:	Article
Divisions:	Faculty of Food Science and Technology
DOI Number:	https://doi.org/10.1080/10548408.2020.1757563
Publisher:	Taylor and Francis
Keywords:	Airline food and beverage performance; Passenger loyalty; Full-service carriers; Physical environment; Cognitive appraisal; Affective appraisal
Depositing User:	Ms. Nuraida Ibrahim
Date Deposited:	10 Mar 2022 02:24
Last Modified:	24 Nov 2022 04:13
Altmetrics:	http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1080/10548408.2020.1757563
URI:	http://psasir.upm.edu.my/id/eprint/88257
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