Impact of delays on customers' safety perceptions and behavioral intentions
<p><strong>Purpose:</strong> The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions.</p><p><strong>Design/methodology/approach:</strong> We modified a customer...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
OmniaScience
2012-10-01
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| Series: | Journal of Airline and Airport Management |
| Subjects: | |
| Online Access: | http://www.jairm.org/index.php/jairm/article/view/7 |
| _version_ | 1818414411594858496 |
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| author | Paulo Rocha e Oliveira Juan-Carlos Ferrer A. Parasuraman |
| author_facet | Paulo Rocha e Oliveira Juan-Carlos Ferrer A. Parasuraman |
| author_sort | Paulo Rocha e Oliveira |
| collection | DOAJ |
| description | <p><strong>Purpose:</strong> The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions.</p><p><strong>Design/methodology/approach:</strong> We modified a customer satisfaction questionnaire to include questions relating to the constructs we wanted to examine and collaborated with a major international airline to collect data from 797 customers through in-flight surveys.</p><p><strong>Findings: </strong>We obtain three key original findings. First, perceived safety exerts a direct positive effect on behavioral intentions. Second, perceived delays exert an indirect effect mediated by perceived safety. Finally, customers believe operational practices affect both delay and safety.</p><p><strong>Originality/value: </strong>This is the first paper that examines the customer's perspective on two of the most important aspects of airline operations management: delays and safety. Our findings are of great value to managers who want to evaluate the impact of delays and safety on customers and to researches interested in the theoretical relationships between these two constructs.</p> |
| first_indexed | 2024-12-14T11:18:40Z |
| format | Article |
| id | doaj.art-20e31a33654f4e1c86857fd8f6f321b9 |
| institution | Directory Open Access Journal |
| issn | 2014-4865 2014-4806 |
| language | English |
| last_indexed | 2024-12-14T11:18:40Z |
| publishDate | 2012-10-01 |
| publisher | OmniaScience |
| record_format | Article |
| series | Journal of Airline and Airport Management |
| spelling | doaj.art-20e31a33654f4e1c86857fd8f6f321b92022-12-21T23:03:52ZengOmniaScienceJournal of Airline and Airport Management2014-48652014-48062012-10-01228610010.3926/jairm.77Impact of delays on customers' safety perceptions and behavioral intentionsPaulo Rocha e Oliveira0Juan-Carlos Ferrer1A. Parasuraman2IESE Business SchoolPontificia Universidad Catolica - ChileUniversity of Miami<p><strong>Purpose:</strong> The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions.</p><p><strong>Design/methodology/approach:</strong> We modified a customer satisfaction questionnaire to include questions relating to the constructs we wanted to examine and collaborated with a major international airline to collect data from 797 customers through in-flight surveys.</p><p><strong>Findings: </strong>We obtain three key original findings. First, perceived safety exerts a direct positive effect on behavioral intentions. Second, perceived delays exert an indirect effect mediated by perceived safety. Finally, customers believe operational practices affect both delay and safety.</p><p><strong>Originality/value: </strong>This is the first paper that examines the customer's perspective on two of the most important aspects of airline operations management: delays and safety. Our findings are of great value to managers who want to evaluate the impact of delays and safety on customers and to researches interested in the theoretical relationships between these two constructs.</p>http://www.jairm.org/index.php/jairm/article/view/7Perceived delaysPerceived safetyBehavioral intentionsSafety cues |
| spellingShingle | Paulo Rocha e Oliveira Juan-Carlos Ferrer A. Parasuraman Impact of delays on customers' safety perceptions and behavioral intentions Journal of Airline and Airport Management Perceived delays Perceived safety Behavioral intentions Safety cues |
| title | Impact of delays on customers' safety perceptions and behavioral intentions |
| title_full | Impact of delays on customers' safety perceptions and behavioral intentions |
| title_fullStr | Impact of delays on customers' safety perceptions and behavioral intentions |
| title_full_unstemmed | Impact of delays on customers' safety perceptions and behavioral intentions |
| title_short | Impact of delays on customers' safety perceptions and behavioral intentions |
| title_sort | impact of delays on customers safety perceptions and behavioral intentions |
| topic | Perceived delays Perceived safety Behavioral intentions Safety cues |
| url | http://www.jairm.org/index.php/jairm/article/view/7 |
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