Winning the Sky Race: Analyzing the Competitiveness of Airline Guest experience Through Theory-Driven Impact Asymmetry Competitor Analysis
本研究基于双因素理论和资源优势理论，分析航空公司服务属性（如性价比、腿部空间、清洁度）如何影响客户满意度的竞争优势或劣势，并针对短途和长途航班提出差异化服务策略。
Superior experience management is necessary to maintain a competitive advantage in the tourism, travel, and hospitality industry. However, previous research has predominantly focused on the direct relationship between evaluations of service attributes and customer satisfaction, overlooking the competitive market dynamics, especially in the context of the airline industry. Accordingly, we conceptualize and empirically examine the extent to which service attributes, such as value for money, legroom, and cleanliness, provide competitive advantages and disadvantages for customer satisfaction and experience based on the two-factor theory and the resource-advantage theory in the context of the airline industry. To gain a competitive advantage, airlines must tailor their service strategies to the specific needs of passengers on short- and long-haul flights, prioritizing improvements in areas such as cleanliness and food and beverage. An unpleasant flight can negatively affect the entire trip and hence airline experience management is of paramount importance for the travel industry.