Contribution of airline F&B to passenger loyalty enhancement in the full-service airline industry
This study examined the role of airline food and beverage (F&B) performances, and how it affects full-service airline passengers’ loyalty generation processes. The roles of passengers’ cognitive and affective appraisals of flight experiences were considered, as well as the moderating role in-fli...
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Main Authors: | , , , |
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Format: | Article |
Language: | English |
Published: |
Taylor and Francis
2020
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Online Access: | http://psasir.upm.edu.my/id/eprint/88257/1/ABSTRACT.pdf http://psasir.upm.edu.my/id/eprint/88257/ https://www.tandfonline.com/doi/abs/10.1080/10548408.2020.1757563?journalCode=wttm20 |
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Summary: | This study examined the role of airline food and beverage (F&B) performances, and how it affects full-service airline passengers’ loyalty generation processes. The roles of passengers’ cognitive and affective appraisals of flight experiences were considered, as well as the moderating role in-flight physical environment. 302 U.S. airline passengers were sampled and results from a structural equation modeling showed that the intricate interrelationships of airline F&B performances, cognitive appraisal of flight experiences, and affective appraisal of flight experiences were significantly supported. Moreover, a metric invariance test identified that in-flight physical environment played a significant moderating role. |
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