Assessing the Antecedents and Dimensions of Air Passenger Experience (Case study: Iranian Airlines, Isfahan Airport)
محل انتشار: مجله ایرانی مطالعات مدیریت، دوره: 16، شماره: 2
سال انتشار: 1402
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 131
فایل این مقاله در 18 صفحه با فرمت PDF قابل دریافت می باشد
- صدور گواهی نمایه سازی
- من نویسنده این مقاله هستم
استخراج به نرم افزارهای پژوهشی:
شناسه ملی سند علمی:
JR_JIJMS-16-2_006
تاریخ نمایه سازی: 21 اسفند 1401
چکیده مقاله:
Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, ۲۳ in-depth semi-structured interviews were conducted with the passengers of different Iranian airlines. In this attempt, seven dimensions of customer experience were identified – including sensory, emotional, cognitive, recognition, security, novelty, and relationship dimensions – through thematic analysis method. To identify the factors affecting the passenger experience, a list of factors was initially extracted from previous studies. The impact of the ambiance inside the airplane, marketing programs, staff, scheduling, planning and management actions, the scope of passenger choice, and physical facilities were extracted through the fuzzy Delphi method according to ۱۰ experts’ views. The purposed method and the findings therein would contribute to the efforts of researchers and marketing practitioners, airline managers, and travel agencies in identifying the existing challenges in the airline industry besides planning to develop modern airline infrastructure and competitive differentiation.
کلیدواژه ها:
نویسندگان
نرگس رستمیان
Department of Management, Faculty of Administrative Sciences and Economics, Isfahan University, Isfahan, Iran
بهرام رنجبریان
Department of Management, Faculty of Administrative Sciences and Economics, Isfahan University, Isfahan, Iran
آرش شاهین
Department of Management, Faculty of Administrative Sciences and Economics, Isfahan University, Isfahan, Iran
آذرنوش انصاری
Department of Management, Faculty of Administrative Sciences and Economics, Isfahan University, Isfahan, Iran
مراجع و منابع این مقاله:
لیست زیر مراجع و منابع استفاده شده در این مقاله را نمایش می دهد. این مراجع به صورت کاملا ماشینی و بر اساس هوش مصنوعی استخراج شده اند و لذا ممکن است دارای اشکالاتی باشند که به مرور زمان دقت استخراج این محتوا افزایش می یابد. مراجعی که مقالات مربوط به آنها در سیویلیکا نمایه شده و پیدا شده اند، به خود مقاله لینک شده اند :