臺大管理論叢第31卷第1期

29 NTU Management Review Vol. 31 No. 1 Apr. 2021 Fourie, C., and Lubbe, B. 2006. Determinants of selection of full-service airlines and low-cost carriers—a note on business travellers in South Africa. Journal of Air Transport Management, 12 (2): 98-102. Gilbert, D., and Wong, R. K. C. 2003. Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24 (5): 519-532. Han, H., Hyun, S. S., and Kim, W. 2014. In-flight service performance and passenger loyalty: A cross-national (China/Korea) study of travelers using low-cost carriers. Journal of Travel & Tourism Marketing, 31 (5): 589-609. Han, H., Yu, J., Chua, B. L., Lee, S., and Kim, W. 2019. Impact of core-product and service-encounter quality, attitude, image, trust and love on repurchase: Full-service vs. low-cost carriers in South Korea. International Journal of Contemporary Hospitality Management, 31 (4): 1588-1608. Han, X., Kwortnik, R. J., and Wang, C. 2008. Service loyalty: An integrative model and examination across service contexts. Journal of Service Research, 11 (1): 22-42. Hansemark, O. C., and Albinsson, M. 2004. Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality: An International Journal, 14 (1): 40-57. Huang, A. H., Chen, K., Yen, D. C., and Tran, T. P. 2015. A study of factors that contribute to online review helpfulness. Computers in Human Behavior, 48: 17-27. Jiang, H., and Zhang, Y. 2016. An investigation of service quality, customer satisfaction and loyalty in China's airline market. Journal of Air Transport Management, 57: 80-88. Kim, Y. K., and Lee, H. R. 2011. Customer satisfaction using low cost carriers. Tourism Management, 32 (2): 235-243. Koklic, M. K., Kukar-Kinney, M., and Vegelj, S. 2017. An investigation of customer satisfaction with low-cost and full-service airline companies. Journal of Business Research, 80: 188-196. Korf iatis, N., Stamolampros, P., Kourouthanassis, P., and Sagiadinos, V. 2019. Measuring service quality from unstructured data: A topic modeling application on airline passengers’ online reviews. Expert Systems with Applications, 116: 472-486. Lai, I. K. W., and Hitchcock, M. 2016. A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-dimensional importance- performance analysis. Tourism Management, 55: 139-159.

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