Extended-duration services evaluation: an exploratory study Gountas, Sandra and Shaw, Robin 2001, Extended-duration services evaluation: an exploratory study, in Proceedings of the Australian and New Zealand Marketing Academy Conference 2001, ANZMAC, Auckland, New Zealand, pp. 1-7. Attached Files Name Description MIMEType Size Downloads Title Extended-duration services evaluation: an exploratory study Author(s) Gountas, Sandra Shaw, Robin Conference name Australian and New Zealand Marketing Academy Conference (2001 : Auckland, New Zealand) Conference location Auckland, New Zealand Conference dates 1-5 December 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 7 Publisher ANZMAC Place of publication Auckland, New Zealand Summary 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. ISBN 0473082063 9780473082062 Language eng Field of Research 150599 Marketing not elsewhere classified HERDC Research category E1 Full written paper - refereed Copyright notice ©2001 ANZMAC Persistent URL http://hdl.handle.net/10536/DRO/DU:30004506 Document type: Conference Paper Collections: Faculty of Business and Law School of Management and Marketing Related Links Link Description Connect to published version Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Versions Version Filter Type Wed, 18 Feb 2009, 11:31:23 EST Tue, 23 Jun 2009, 12:44:13 EST Fri, 17 Oct 2014, 08:31:28 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 485 Abstract Views, 0 File Downloads  -  Detailed Statistics Created: Mon, 07 Jul 2008, 09:38:03 EST