The Influence of Airline Service Quality on Customer Attitudes and Behaviors after Flight Delays:A Netnography Study Based on Public Opinions from Sina Micro
This paper explored how service quality of Chinese airlines affect customers” attitudes and behaviors under the circumstance of flight delays through qualitative data of negative public opinions on social media.The technique applied was netnography based on Sina Micro-blog.The study found that there existed a strong correlation among the dimensions of customer perceived service,customer satisfaction,customer emotion and attitude.The study also found whether the customer churn or not depended on the customer perceived service.Therefore,the key point to manage the customer churn risk is to improve the quality of service and enrich the service content.
Flight Delay Online Public Opinion Customer Churn Risk Netnography
Jingwen Zhang Qi Cheng Jake Ansell
School of Management,Wuhan University of Technology,Wuhan,China Business School,University of Edinburgh,Edinburgh EH8 9JS,UK
国内会议
China Marketing International Conference 2016 (2016中国市场营销国际学术年会)
青岛
英文
346-364
2016-07-08（万方平台首次上网日期，不代表论文的发表时间）