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Will you fly with this airline in the future? An empirical study of airline avoidance after accidents
Citation
Yang, L and Tjiptono, F and Poon, WC, Will you fly with this airline in the future? An empirical study of airline avoidance after accidents, Journal of Travel and Tourism Marketing, 35, (9) pp. 1145-1159. ISSN 1054-8408 (2018) [Refereed Article]
Copyright Statement
Copyright 2018 Informa UK Limited,
DOI: doi:10.1080/10548408.2018.1476301
Abstract
While safety is the paramount concern of the airline industry, accidents do happen. The subsequent media attention relating to an airline accident might lead potential passengers to avoid certain airline operators. This study examines factors potentially determining tendencies to avoid such airlines. A self-administered random survey was conducted with 230 respondents in a metropolitan area. Structural equation modelling was employed and the results highlight the significant role of consumer trust and service recovery. Consumer trust plays a mediating role in the relationships between the factors (i.e. previous flight experience, company image, stability attribution, controllability attribution) and the decision to avoid an airline.
Item Details
| Item Type: | Refereed Article |
|---|---|
| Research Division: | Commerce, Management, Tourism and Services |
| Research Group: | Marketing |
| Research Field: | Marketing management (incl. strategy and customer relations) |
| Objective Division: | Commercial Services and Tourism |
| Objective Group: | Tourism services |
| Objective Field: | Economic issues in tourism |
| UTAS Author: | Yang, L (Dr Lin Yang) |
| ID Code: | 129157 |
| Year Published: | 2018 |
| Web of Science® Times Cited: | 7 |
| Deposited By: | TSBE |
| Deposited On: | 2018-11-13 |
| Last Modified: | 2018-12-17 |
| Downloads: | 0 |
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