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عنوان فارسی مقاله:
تاثیر یک محیط خدمات هواپیما بر روی ادراک کیفیت غذا در پرواز
عنوان انگلیسی مقاله:
The impact of an aircraft's service environment on perceptions of in-flight food quality
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Airline service quality e concept and measurement
Successful companies closely measure, monitor, and manage the factors that drive profitability. The service-profit chain proposes that profit and growth are primarily fueled by customer loyalty, which is a direct consequence of customer satisfaction. Customer satisfaction, in turn, is largely influenced by the value and quality of services provided to customers (Heskett et al., 1994, pp. 164e165; Sasser et al., 1997). Following the conceptualization by Zins (2001), customer satisfaction is understood as an “overall, postconsumption affective response by the airline customer” (p. 276). This response is formed in three stages (Zhang et al., 2008, pp. 212e213): (1) a-priori expectations, (2) subsequent evaluations, and (3) reaction to the service experience. Service expectations are pretrial beliefs that serve as standards or reference points against which the process of receiving a service is judged (Zeithaml & Parasuraman, 1993, p. 1; Niccolini and Salini, 2006, p. 581), con- firming or disconfirming aspects of the service quality in a personal trade-off comparison. Loyalty shows in retention, repeat business, or referral (Heskett et al., 1994, p. 166); it clearly affects profitability (Reichheld, 2003, p. 47). Highly satisfied customers can convert non-customers to a product or service by relating pleasant experiences, recommending to others, and conspicuously displaying branded material. On the other hand, unsatisfied customers are likely to “speak out against a poorly delivered service at every opportunity” (Heskett et al., 1994, p. 166), this includes product or service denigration, relating unpleasant experiences, rumor, and private complaining.
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کلمات کلیدی:
Hospitality and Tourism: Synergizing Creativity and Innovation in ... https://books.google.com/books?isbn=1315798239 Norzuwana Sumarjan, Zahari Mohd Salehuddin Mohd, Radzi Salleh Mohd - 2013 - Technology & Engineering Food Quality and Preference, 6(2), 127–133. ... The effects of relational benefits on customer's perception of favorable ... Consumer research in the restaurant environment, Part 1: A Conceptual model of dining satisfaction and return patronage. ... Airline customer satisfaction and loyalty: impact of in-flight service quality. Aviation Food Safety - Wiley Online Library onlinelibrary.wiley.com/doi/10.1002/9780470995655.fmatter/pdf acceptable environmental accreditation standards. ... Meal and beverage service to the flight crew. 44 ..... In this regard the customer perception of quality is not. Politische Mahlzeiten. Political Meals - Page 310 - Google Books Result https://books.google.com/books?isbn=3643126883 Regina F. Bendix, Michaela Fenske - 2014 - Dinners and dining On the other hand, enhancing the perception of meal and snack quality is more ... Airline meals present various challenges that are beyond the chef's or menu ... With changes in environment and altered physiological conditions, such as ... Service Quality Perceptions and Customer Satisfaction: Evaluating the ... journals.ama.org/doi/abs/10.1509/jimk.12.3.58.38100 by M Laroche - 2004 - Cited by 228 - Related articles Keywords: cross-cultural, service quality, satisfaction, international marketing, ... of an aircraft's service environment on perceptions of in-flight food quality. Aviation Food Safety - Page 20 - Google Books Result https://books.google.com/books?isbn=1405171510 Erica Sheward - 2008 - Technology & Engineering The strange dichotomy is that, despite the fact that airline food products are ... to have a significant link to improved passenger perceptions of product quality. ... together with the environmental issues inherent in so much packaged food waste ...
