Journal
JOURNAL OF AIR TRANSPORT MANAGEMENT
Volume 16, Issue 4, Pages 229-233Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jairtraman.2010.01.001
Keywords
Airlines; Loyalty; Satisfaction; Trust; Perceived value
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This study identifies the antecedents of airline user loyalty. A survey is administered to users of three airlines operating Barcelona-London flights The results show that the principal antecedent of collative loyalty is affective loyalty. The main antecedents of affective loyalty are satisfaction and trust, the latter being revealed as a key variable for guaranteeing the success of relationships between the airline and its users, and also for understanding long term purchasing behavior. (C) 2010 Elsevier Ltd All rights reserved
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