Quality, emotion, price, and social values in building passenger loyalty: Impact of relationship quality (mediator) and in-flight physical environments (moderator)

ABSTRACT

The purpose of this study was to unearth passengers’ brand loyalty intentions considering impact of quality, emotion, price, and social values, mediating impact of relationship quality, and moderating effect of in-flight physical environments. The results revealed that value dimensions and relationship quality factors were significantly associated, and such relationships significantly affect loyalty intentions. In addition, relationship quality played an important mediating role in determining loyalty intentions. The findings also showed that in-flight ambient conditions strengthened the magnitude of the impact of brand trust and satisfaction on loyalty intentions. Our results help airline practitioners uncover more effective passenger loyalty strategies.

KEYWORDS:

• Airline service
• quality value
• emotion value
• price value
• social value
• relationship quality
• in-flight physical environments
• brand loyalty

Disclosure statement

No potential conflict of interest was reported by the authors.