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Will you fly with this airline in the future? An empirical study of airline avoidance after accidents
journal contribution
posted on 2023-05-19, 22:28 authored by Lin YangLin Yang, Tjiptono, F, Poon, WCWhile 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.
History
Publication title
Journal of Travel and Tourism MarketingVolume
35Issue
9Pagination
1145-1159ISSN
1054-8408Department/School
TSBEPublisher
RoutledgePlace of publication
United StatesRights statement
Copyright 2018 Informa UK Limited,Repository Status
- Restricted