Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility
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Otros documentos de la autoría: Park, Eunil; Lee, Sanghoon; Kwon, Sang Jib; del Pobil, Angel P.
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Título
Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social ResponsibilityFecha de publicación
2015-09Editor
MDPICita bibliográfica
PARK, Eunil, et al. Determinants of behavioral intention to use South Korean airline services: Effects of service quality and corporate social responsibility. Sustainability, 2015, vol. 7, no 9, p. 12106-12121.Tipo de documento
info:eu-repo/semantics/articleVersión de la editorial
http://www.mdpi.com/2071-1050/7/9/12106/htmPalabras clave / Materias
Resumen
Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of ... [+]
Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural equation modeling method. A research model with nine constructs was introduced and the findings revealed that economic, social, and environmental responsibility, as well as in-flight service quality, significantly determined customer satisfaction, while there were notable connections between customer satisfaction and behavioral intention to use. However, service quality at airports did not have a significant effect on satisfaction. The practical and theoretical implications of the current study are discussed. [-]
Publicado en
Sustainability 2015, 7(9)Derechos de acceso
© 2015 by the authors; licensee MDPI, Basel, Switzerland.
info:eu-repo/semantics/openAccess
info:eu-repo/semantics/openAccess
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