Service quality, service recovery, and financial performance: An analysis of the US airline industry

2010 ◽  
pp. 27-53 ◽  
Author(s):  
Khim Ling Sim ◽  
Chang Joon Song ◽  
Larry N. Killough
Keyword(s):  
Service Quality ◽  
Financial Performance ◽  
Airline Industry ◽  
Service Recovery ◽  
Quality Service ◽  
The Us

scholarly journals Service quality and economic performance in the US airline business

Aviation ◽  
2018 ◽  
Vol 21 (3) ◽  
pp. 102-110 ◽  
Author(s):  
Nicole KALEMBA ◽  
Fernando CAMPA-PLANAS ◽  
Ana Beatriz HERNÁNDEZ-LARA ◽  
Maria Victòria SÁNCHEZ-REBULL
Keyword(s):  
Service Quality ◽  
Significant Influence ◽  
Economic Performance ◽  
Performance Indicators ◽  
Airline Industry ◽  
Return On Investment ◽  
The Us ◽  
American Airline ◽  
Positive Return ◽  
Quality Indexes

In order to cover this goal, four quality indexes related to the airline industry, and two economic performance. In order to cover this goal, four quality indexes related to the airline industry, and two economic performance indicators, revenues and return on investment (ROI), have been considered. Data from American airline companies from 2006 to 2013 have been used to determine if airlines’ profitability increases when service quality improves. Considering the effects on airlines’ profitability, the results confirm the positive and significant influence of service quality on the ROI of the US airline companies. A non-significant effect was found for airline revenues in relation to quality No previous research in this area has been done so these findings could encourage airline companies to invest in quality, since this policy can have a positive return on their profitability.

Service quality in the US airline industry: progress and problems

1998 ◽  
Vol 8 (5) ◽  
pp. 306-311 ◽  
Author(s):  
Dawna L. Rhoades ◽  
Blaise Waguespack ◽  
Eric Treudt
Keyword(s):  
Service Quality ◽  
Airline Industry ◽  
The Us

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

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