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Pregled bibliografske jedinice broj: 426199

Poglavlje/Rad u knjizi

Autori: Mikulić, Josip; Prebežac, Darko
Naslov: Developing service improvement strategies under consideration of multicollinearity and asymmetries in loyalty intentions – A study from the airline industry
Knjiga: QUIS 11: Moving Forward with Service Quality
Urednik/ci: Stauss, Bernd ; Brown, Stephen, W. ; Edvardsson, Bo ; Johnston, Robert
Izdavač: Ingolstadt School of Management, Catholic University Eichstaett-Ingolstadt
Grad: Wolfsburg, Njemačka
Godina: 2009
Raspon stranica:: 414-423
Ukupni broj stranica u knjizi:: 747
ISBN: 978-3-00-027342-1
Ključne riječi: improvement priorities, multicollinearity, asymmetry, loyalty
Sažetak:
The aim of this paper is to introduce a regression-based analytical framework for developing service improvement strategies which account for asymmetric effects in customer satisfaction and loyalty. A hierarchical research design is applied to minimize the risk of multicollinearity. The high managerial value of the framework is demonstrated in a case study on airline passenger satisfaction. A four-dimensional importance-performance analysis is used to derive improvement-priorities of the main components of airline passenger services, whereas several determinance-asymmetry analyses are used to derive priorities of the service attribute forming the service components.
Projekt / tema: 067-0672288-2492
Izvorni jezik: ENG
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija,Psihologija
Puni text rada: 426199.QUIS11_Mikulic_Prebezac.pdf (tekst priložen 26. Sij. 2010. u 17:34 sati)
Upisao u CROSBI: jmikulic2@efzg.hr (jmikulic2@efzg.hr), 8. Ruj. 2009. u 14:06 sati



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