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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
Objective Field:Economic Issues in Tourism
UTAS Author:Yang, L (Dr Lin Yang)
ID Code:129157
Year Published:2018
Web of Science® Times Cited:1
Deposited By:TSBE
Deposited On:2018-11-13
Last Modified:2018-12-17
Downloads:0

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