Business Research Project Report: References and Citations

This document contains the references cited in a business research project report. The references cover various aspects of the airline industry, including service quality, customer satisfaction, e-CRM features, and passenger loyalty. The references include academic journal articles, conference papers, and other relevant sources. The sources are categorized to cover various aspects of the research including introduction, literature review and research methodology. The references are comprehensive and cover a range of topics related to the airline industry and customer experience. This list can be useful for students studying business, marketing, or related fields who are conducting research on these topics. Desklib provides access to past papers and solved assignments for students.

Research Project Report

REFERENCES
For introduction
Ali, F., Kim, W. G. and Ryu, K., 2016. The effect of physical environment on passenger delight
and satisfaction: Moderating effect of national identity. Tourism Management. 57.
pp.213-224.
Ali, M. and Raza, S. A., 2017. Service quality perception and customer satisfaction in Islamic
banks of Pakistan: the modified SERVQUAL model. Total Quality Management &
Business Excellence. 28(5-6). pp.559-577.
Bogicevic, V. and et. al., 2017. The impact of traveler-focused airport technology on traveler
satisfaction. Technological Forecasting and Social Change. 123. pp.351-361.
Bouranta, N., Psomas, E. L. and Pantouvakis, A., 2017. Identifying the critical determinants of
TQM and their impact on company performance: Evidence from the hotel industry of
Greece. The TQM Journal. 29(1). pp.147-166.
Brida, J. G., Moreno-Izquierdo, L. and Zapata-Aguirre, S., 2016. Customer perception of service
quality: The role of Information and Communication Technologies (ICTs) at airport
functional areas. Tourism Management Perspectives. 20. pp.209-216.
Chen, C. F. and Wang, J. P., 2016. Customer participation, value co-creation and customer
loyalty–A case of airline online check-in system. Computers in Human Behavior. 62.
pp.346-352.
For Literature Review
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. pp.80-88.
Curras-Perez, R. and Sanchez-Garcia, I., 2016. Antecedents and consequences of consumer
commitment in traditional and low-cost airlines. Journal of Travel & Tourism
Marketing. 33(6). pp.899-911.
Farooq, M. S. and et. al., 2018. Impact of service quality on customer satisfaction in Malaysia
airlines: A PLS-SEM approach. Journal of Air Transport Management. 67. pp.169-180.
García-Fernández, J. and et. al., 2018. The effects of service convenience and perceived quality
on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport
Management Review. 21(3). pp.250-262.
Hapsari, R., Clemes, M. D. and Dean, D., 2017. The impact of service quality, customer
engagement and selected marketing constructs on airline passenger loyalty.
International Journal of Quality and Service Sciences. 9(1). pp.21-40.
Hussain, R., 2016. The mediating role of customer satisfaction: evidence from the airline
industry. Asia Pacific Journal of Marketing and Logistics. 28(2). pp.234-255.
Hwang, J. and Hyun, S. S., 2017. First-class airline travellers' perception of luxury goods and its
effect on loyalty formation. Current Issues in Tourism. 20(5). pp.497-520.
Hwang, J. and Lyu, S. O., 2018. Understanding first-class passengers' luxury value perceptions in
the US airline industry. Tourism management perspectives. 28. pp.29-40.
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Research Methodology
Ismail, N. A. B. and Hussin, H. B., 2016, November. The effect of E-CRM features on customers
satisfaction for airline e-ticket services in Malaysia. In 2016 6th International
Conference on Information and Communication Technology for The Muslim World
(ICT4M) (pp. 336-343). IEEE.
Kim, H. C. and et. al., 2016. Understanding airline travelers’ perceptions of well-being: The role
of cognition, emotion, and sensory experiences in airline lounges. Journal of Travel &
Tourism Marketing. 33(9). pp.1213-1234.
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.
pp.188-196.
Migacz, S. J., Zou, S. and Petrick, J. F., 2018. The “terminal” effects of service failure on
airlines: Examining service recovery with justice theory. Journal of Travel Research.
57(1). pp.83-98.
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