Sensory/health-related and convenience/process quality of airline meals and traveler loyalty

Heesup Han, Hyoungeun Moon, Antonio Ariza-Montes, Soyeun Lee

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

Little evidence is available on how airline meals and their dimensions affect customers' loyalty generation procedure and behaviors towards airline products. This research is designed to elucidate airline customer loyalty generation procedure by uncovering the specific role of airline meals and their dimensions, attitude, satisfaction, and love. Using a quantitative method, empirical findings from the structural analysis successfully offer a good understanding of airline food quality and its role, identify the vital triggers of customer loyalty, and uncover the silent mediating role of airline love in affecting loyalty. Taking one step further beyond the theorizations in the existing studies of airline customers' post-purchase behaviors, the present study builds a strong conceptual framework relating airline food quality, attitude, satisfaction, airline love, and customer loyalty.

Original languageEnglish
Article number857
JournalSustainability (Switzerland)
Volume12
Issue number3
DOIs
Publication statusPublished - 1 Feb 2020
Externally publishedYes

Keywords

  • Airline meal
  • Convenience and process food quality
  • Customer loyalty
  • Satisfaction
  • Sensory and health-related food quality

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Renewable Energy, Sustainability and the Environment
  • Management, Monitoring, Policy and Law

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