臺大管理論叢第31卷第1期

30 The Moderating Effect of Review Involvement on the Relationship between Low-Cost Carriers Service Quality and Customer Satisfaction Lee, C. K. M., Ng, K. K. H., Chan, H. K., Choy, K. L., Tai, W. C., and Choi, L. S. 2018. A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong. Journal of Air Transport Management, 73: 46-57. Lee, H. S. 2013. Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9 (2): 1-11. Lee, S. H., Noh, S. E., and Kim, H. W. 2013. A mixed methods approach to electronic word-of-mouth in the open-market context. International Journal of Information Management, 33 (4): 687-696. Leong, L. Y., Hew, T. S., Lee, V. H., and Ooi, K. B. 2015. An SEM-artificial-neuralnetwork analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert Systems with Applications, 42 (19): 6620-6634. Lewis, B. R., and McCann, P. 2004. Service failure and recovery: Evidence from the hotel industry. International Journal of Contemporary Hospitality Management, 16 (1): 6-17. Li, W., Yu, S., Pei, H., Zhao, C., and Tian, B. 2017. A hybrid approach based on fuzzy AHP and 2-tupe fuzzy linguistic method for evaluation in flight service quality. Journal of Transport Management, 60: 49-64. Lim, J., and Lee, H. C. 2019. Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel. Current Issues in Tourism, 23 (10): 1261-1276. Liou, J. J. H., and Tzeng, G. H. 2007. A non-additive model for evaluating airline service quality. Journal of Air Transport Management, 13 (3): 131-138. Liu, Z., and Park, S. 2015. What makes a useful online review? Implication for travel product websites. Tourism Management, 47: 140-151. Lu, J. L. 2017. Segmentation of passengers using full-service and low-cost carriers— evidence from Taiwan. Journal of Air Transport Management, 62: 204-216. Mason, K. J., and Alamdari, F. 2007. EU network carriers, low cost carriers and consumer behavior: A Delphi study of future trends. Journal of Air Transport Management, 13 (5): 299-310. Mellinas, J. P., Nicolau, J. L., and Park, S. 2019. Inconsistent behavior in online consumer reviews: The effects of hotel attribute ratings on location. Tourism Management, 71: 421-427.

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