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@article{ART002257464},
author={장혜정 and Kim, Hyoung-gon},
title={Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2017},
volume={41},
number={8},
pages={175-192},
doi={10.17086/JTS.2017.41.8.175.192}

TY - JOUR
AU - 장혜정
AU - Kim, Hyoung-gon
TI - Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients
JO - Journal of Tourism Sciences
PY - 2017
VL - 41
IS - 8
PB - The Tourism Sciences Society Of Korea
SP - 175
EP - 192
SN - 1226-0533
AB - The purpose of this study is to investigate customer perceptions toward in-flight events while considering the service differentiation strategy of airlines, via KANO's model. Timko's customer satisfaction coefficients for customer satisfaction and dissatisfaction with in-flight events suggest additional implications for the development of consumer-led in-flight events on airlines. The questionnaire used in this study included all 18 in-flight events actually implemented by several airlines throughout Korea. Respondents were asked to answer to a pair of positive and negative questions as to each event provided in their flight. The results of this study show that the 18 events can be divided into ten attractive quality factors, seven indifferent quality factors, and one natural quality factor. However, the unitary quality factor and the inverse quality factor are not shown in this study. Timko's customer satisfaction coefficients suggest an order of priority for these in-flight events. This study is significant particularly in that the concept of the KANO model was applied to analyze the customer preferences for in-flight events in operation. The results of this study will help airline service marketers make a rational decision based actual evidence rather than intuition when developing and implementing in-flight events that will further enhance service quality.
KW - In flight event;KANO model;Customer satisfaction coefficient;Airline service
DO - 10.17086/JTS.2017.41.8.175.192
ER -

장혜정 and Kim, Hyoung-gon. (2017). Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients. Journal of Tourism Sciences, 41(8), 175-192.

장혜정 and Kim, Hyoung-gon. 2017, "Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients", Journal of Tourism Sciences, vol.41, no.8 pp.175-192. Available from: doi:10.17086/JTS.2017.41.8.175.192

장혜정, Kim, Hyoung-gon "Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients" Journal of Tourism Sciences 41.8 pp.175-192 (2017) : 175.

장혜정, Kim, Hyoung-gon. Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients. 2017; 41(8), 175-192. Available from: doi:10.17086/JTS.2017.41.8.175.192

장혜정 and Kim, Hyoung-gon. "Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients" Journal of Tourism Sciences 41, no.8 (2017) : 175-192.doi: 10.17086/JTS.2017.41.8.175.192

장혜정; Kim, Hyoung-gon. Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients. Journal of Tourism Sciences, 41(8), 175-192. doi: 10.17086/JTS.2017.41.8.175.192

장혜정; Kim, Hyoung-gon. Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients. Journal of Tourism Sciences. 2017; 41(8) 175-192. doi: 10.17086/JTS.2017.41.8.175.192

장혜정, Kim, Hyoung-gon. Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients. 2017; 41(8), 175-192. Available from: doi:10.17086/JTS.2017.41.8.175.192

장혜정 and Kim, Hyoung-gon. "Understanding the Preference for Airline’s In-flight Airline Events via KANO Model and Timko's Customer Satisfaction Coefficients" Journal of Tourism Sciences 41, no.8 (2017) : 175-192.doi: 10.17086/JTS.2017.41.8.175.192