{"title":"The Best of Times: 30 Years of US Airline Service Quality","authors":"Dawna L. Rhoades, B. Waguespack, Scott C. Ambrose","doi":"10.1080/15332969.2021.1976001","DOIUrl":null,"url":null,"abstract":"Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic has not recovered to its 2007 high before the Global Financial Crisis, the 30 year results suggest that this cycle has been broken. The last five years have produced SDI averages that are among the lowest in 30 years. Results for individual measures and airlines also provide interesting detail on US airline service quality.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"42 1","pages":"180 - 193"},"PeriodicalIF":0.0000,"publicationDate":"2021-09-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2021.1976001","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 1
Abstract
Abstract The Air Travel Consumer Report (ATCR) was first published in 1987. The Service Disquality Index (SDI) was created to compare airline performance (Rhoades & Waguespack, Managing Service Quality, 9(6), 396–401, 1999). The 25 year report found that airline quality went up when traffic was down (Waguespack & Rhoades, Research in Transportation Business & Management, 10, 33–39, 2014). While traffic has not recovered to its 2007 high before the Global Financial Crisis, the 30 year results suggest that this cycle has been broken. The last five years have produced SDI averages that are among the lowest in 30 years. Results for individual measures and airlines also provide interesting detail on US airline service quality.
航空旅行消费者报告(ATCR)于1987年首次出版。服务不质量指数(SDI)是用来比较航空公司绩效的(Rhoades & Waguespack, Managing Service Quality, 9(6)， 396-401, 1999)。这份长达25年的报告发现，客流量下降时，航空公司的质量会上升(Waguespack & Rhoades, Research in Transportation Business & Management, 2014年第10期，33-39页)。尽管交通量尚未恢复到全球金融危机前的2007年高点，但30年的结果表明，这种循环已被打破。过去5年的SDI平均值是30年来最低的。个别措施和航空公司的结果也提供了有关美国航空公司服务质量的有趣细节。
Services Marketing QuarterlyBusiness, Management and Accounting-Business, Management and Accounting (miscellaneous)
CiteScore
2.40
自引率
0.00%
发文量
6
期刊介绍：
Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.
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