Personality, quality and satisfaction in airline services

Gountas, John and Shaw, Robin 2001, Personality, quality and satisfaction in airline services, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2001, [Australian and New Zealand Academy of Marketing], [Auckland, N.Z.], pp. 1-8.

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Title Personality, quality and satisfaction in airline services
Author(s) Gountas, John
Shaw, Robin
Conference name Australian and New Zealand Academy of Marketing. Conference (2001: Auckland, N.Z.)
Conference location Auckland, N.Z.
Conference dates 1-5 Dec 2001
Title of proceedings Proceedings of the Australian and New Zealand Marketing Academy Conference 2001
Editor(s) Chetty, Sylvie
Collins, Brett
Publication date 2001
Start page 1
End page 8
Publisher [Australian and New Zealand Academy of Marketing]
Place of publication [Auckland, N.Z.]
Summary This paper examines some issues related to the influence of consumers’ perception of service evaluation according to their personality characteristics. The paper discusses the application of personality traits, including the Jungian personality types, as a possible predictor of perceived satisfaction levels. The existing literature has not fully explored the relationship between airline flights’ service satisfaction levels and consumers’ personality characteristics. A well-known UK leisure airline allowed a survey to be conducted in 1998-2000. The findings suggest that there is a weak correlation between personality types and satisfaction levels, but a stronger relationship between perceptions of quality and satisfaction. The adaptation of the Jungian personality types, for use in the evaluation of leisure airlines’ service attributes, appears to be worthy of further examination.
ISBN 0473082063
Language eng
Field of Research 150599 Marketing not elsewhere classified
HERDC Research category E1 Full written paper - refereed
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Document type: Conference Paper
Collections: Faculty of Business and Law
School of Management and Marketing
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