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Extended-duration services evaluation: an exploratory study

conference contribution
posted on 2001-01-01, 00:00 authored by Sandra Gountas, Robin Shaw
There is a lack of research and literature concerned with services which are produced and delivered over substantial, sustained time periods. The growing Leisure Air Travel industry has a major component of extended–duration product (long-haul flights). In the existing literature, there is little or no distinction made between leisure and business travellers regarding their motivation and expectations, the duration of the service encounters and the travellers’ evaluation of the service. The authors propose that leisure and business travellers have distinct and differing motives for travelling which affect their service evaluation. The individual consumers’ characteristics, combined with industry conditions and the complex product component, mean that measuring consumer satisfaction, with leisure air travel, in a useful way is problematic. The authors suggest that a major part of the complexity of the product is that leisure air travel is a high-involvement, high-affect, extended service. In June 2000 and February 2001, exploratory research in the form of focus groups conducted using a total of 110 passengers from a United Kingdom leisure airline, revealed several important criteria used by consumers when evaluating service provision. The criteria are grouped into six factors: Hygiene, Service/Empathy, Psychological, Temporal, Personal Characteristics, and Situation Specifics. A new model for examining the relationships between the factors, the
airline and satisfaction evaluation is proposed.

History

Title of proceedings

Proceedings of the Australian and New Zealand Marketing Academy Conference 2001

Event

Australian and New Zealand Marketing Academy Conference (2001 : Auckland, New Zealand)

Pagination

1 - 7

Publisher

ANZMAC

Location

Auckland, New Zealand

Place of publication

Auckland, New Zealand

Start date

2001-12-01

End date

2001-12-05

ISBN-13

9780473082062

ISBN-10

0473082063

Language

eng

Publication classification

E1 Full written paper - refereed

Copyright notice

2001 ANZMAC

Editor/Contributor(s)

S Chetty, B Collins

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