{"title":"Value or Quality? Differences in Airlines’ Customer Satisfaction Strategies across National Markets","authors":"Wolfgang Messner","doi":"10.1080/15332969.2020.1786244","DOIUrl":null,"url":null,"abstract":"Abstract Global strategists suggest to deploy a value for money strategy both in emerging and developed markets. This study uses reviews from 24,926 airline passengers across 29 countries, and investigates in a multi-country context how value for money and service quality perceptions influence customer satisfaction. This study also advances strategic-fit research of value-for-money marketing strategies on an international level by theorizing and empirically investigating the moderating influence of a country’s economic condition and hedonic value orientation on customer satisfaction. The results clearly oppose an emerging versus developed world thinking.","PeriodicalId":35539,"journal":{"name":"Services Marketing Quarterly","volume":"41 1","pages":"205 - 235"},"PeriodicalIF":0.0000,"publicationDate":"2020-07-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332969.2020.1786244","citationCount":"4","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Services Marketing Quarterly","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332969.2020.1786244","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: 4
Abstract
Abstract Global strategists suggest to deploy a value for money strategy both in emerging and developed markets. This study uses reviews from 24,926 airline passengers across 29 countries, and investigates in a multi-country context how value for money and service quality perceptions influence customer satisfaction. This study also advances strategic-fit research of value-for-money marketing strategies on an international level by theorizing and empirically investigating the moderating influence of a country’s economic condition and hedonic value orientation on customer satisfaction. The results clearly oppose an emerging versus developed world thinking.
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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