Beyond the friendly skies: an integrative framework for managing the air travel experience
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 2005
Abstract
Purpose
To begin a merger of prior research on service quality and experience marketing and to integrate key concepts into a comprehensive managerial framework for experience marketing in the airline industry.
Design/methodology/approach
Key concepts and research from the service quality and recent experience marketing literatures are reviewed.
Findings
The framework accounts for the temporal unfolding of the air travel experience and provides a customer‐centric perspective of the air travel experience.
Originality/value
The proposed framework should assist aviation professionals in their efforts to engineer and manage the air travel experience.
Keywords
Citation
Le Bel, J.L. (2005), "Beyond the friendly skies: an integrative framework for managing the air travel experience", Managing Service Quality: An International Journal, Vol. 15 No. 5, pp. 437-451. https://doi.org/10.1108/09604520510617293
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited