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题名: The Moderating Effects of Involvement with Respect to Customer Relationship Management of the Airline Sector
作者: Stephen W. Wang
贡献者: 國立臺灣海洋大學:航運管理學系
关键词: Relationship bonding;Perceived relationship investment;Relationship quality;Involvement;Airlines
日期: 2014-03
上传时间: 2017-01-12T06:00:56Z
出版者: Journal of Air Transport Management
摘要: Abstract
This study examines the moderating effects of involvement with respect to customer relationship management of the airline sector, according to the perceptions of Taiwanese international air passengers. Results indicate that relationship bonding, perceived relationship investment, relationship quality and behavioral loyalty are positively related, with involvement moderately affecting how financial bonding, social bonding, structural bonding and perceived relationship investment are related. More specifically, social bonding and structural bonding significantly affect the perceived relationship investment for passengers with high involvement in air travel, while financial bonding significantly affects the perceived relationship investment for passengers with low involvement.
關聯: 35, pp.57-63
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/40030
显示于类别:[航運管理學系] 期刊論文

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