臺大管理論叢第31卷第1期

28 The Moderating Effect of Review Involvement on the Relationship between Low-Cost Carriers Service Quality and Customer Satisfaction Ali, F., Dey, B. L., and Filieri, R. 2015. An assessment of service quality and resulting customer satisfaction in Pakistan international airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32 (5): 486-502. An, M., and Noh, Y. 2009. Airline customer satisfaction and loyalty: Impact of in-flight service quality. Service Business, 3 (3): 293-307. Atallah, S., Hotle, S. L., and Mumbower, S. 2018. The evolution of low-cost carrier operational strategies pre- and post-recession. Journal of Air Transport Management, 73: 87-94. Baek, H., Ahn, J., and Choi, Y. 2012. Helpfulness of online consumer reviews: Readers’ objectives and review cues. International Journal of Electronic Commerce, 17 (2): 99-126. Banerjee, S., Bhattacharyya, S., and Bose, I. 2017. Whose online reviews to trust? Understanding reviewer trustworthiness and its impact on business. Decision Support Systems, 96: 17-26. Bigné, J. E., Ruiz, C., Andreu, L., and Hernandez, B. 2015. The role of social motivations, ability, and opportunity in online know-how exchanges: Evidence from the airline services industry. Service Business, 9 (2): 209-232. Boetsch, T., Bieger, T., and Wittmer, A. 2011. A customer-value framework for analyzing airline services. Transportation Journal, 50 (3): 251-270. Bronner, F., and Hoog, R. D. 2011. Vacationers and eWOM: Who posts, and why, where, and what?. Journal of Travel Research, 50 (1): 15-26. Caruana, A., Money, A. H., and Berthon, P. R. 2000. Service quality and satisfaction - the moderating role of value. European Journal of Marketing, 34 (11/12): 13381353. Chevalier, J. A., and Mayzlin, D. 2006. The effect of word of mouth on sales: Online book reviews. Journal of Marketing Research, 43 (3): 345-354. Clark, R. A., and Goldsmith, R. E. 2005. Market mavens: Psychological influences. Psychology & Marketing, 22 (4): 289-312. Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., and Ayupp, K. 2018. Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67: 169-180. Fiske, S. T. 1980. Attention and weight in person perception: The impact of negative and extreme behavior. Journal of Personality and Social Psychology, 38 (6): 889-906.

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