Näytä suppeat kuvailutiedot

dc.contributor.authorBaumeister, Stefan
dc.contributor.authorNyrhinen, Jussi
dc.contributor.authorKemppainen, Tiina
dc.contributor.authorWilska, Terhi-Anna
dc.date.accessioned2022-09-29T08:37:02Z
dc.date.available2022-09-29T08:37:02Z
dc.date.issued2022
dc.identifier.citationBaumeister, S., Nyrhinen, J., Kemppainen, T., & Wilska, T.-A. (2022). Does airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline. <i>Transport policy</i>, <i>128</i>, 89-97. <a href="https://doi.org/10.1016/j.tranpol.2022.09.016" target="_blank">https://doi.org/10.1016/j.tranpol.2022.09.016</a>
dc.identifier.otherCONVID_156811463
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/83361
dc.description.abstractThe looming climate crisis requires an immediate response, also on an individual level. Consumers are being asked to reduce and replace their carbon-intensive consumption behaviors. One of the consumption behaviors with the largest impact is air travel. The growing awareness among consumers has led to the advent of flight shaming, which could seriously endanger airlines' existing business models. One way for airlines to respond to this threat is by becoming more eco-friendly. We therefore wanted to study whether the environmental responsibility of an airline could be positively associated with customer satisfaction and whether that could translate into more customer loyalty towards an eco-friendly airline. To study customer satisfaction with an environmentally responsible airline, we conducted a survey among 1170 customers of the Finnish flag-carrier Finnair. Finnair was chosen as a case because it is regarded as one of the leading airlines for eco-friendliness. The study found that being environmentally responsible can benefit airlines, because it can generate customer satisfaction alongside more established antecedents of customer loyalty such as brand image and value for money. Furthermore, the study found that satisfied customers were more likely to repurchase airlines' services and engage in positive word-of-mouth (WOM), resulting in customer loyalty. This finding links airline's perceived environmental responsibility to customer loyalty.en
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofseriesTransport policy
dc.rightsCC BY 4.0
dc.subject.otherenvironmental responsibility
dc.subject.othereco-friendliness
dc.subject.othercustomer satisfaction
dc.subject.othercustomer loyalty
dc.subject.otheraviation industry
dc.titleDoes airlines’ eco-friendliness matter? Customer satisfaction towards an environmentally responsible airline
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-202209294714
dc.contributor.laitosYhteiskuntatieteiden ja filosofian laitosfi
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosDepartment of Social Sciences and Philosophyen
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.oppiaineSustainable Businessfi
dc.contributor.oppiaineResurssiviisausyhteisöfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineSosiologiafi
dc.contributor.oppiaineKestävä liiketoiminta ja talous (painoala)fi
dc.contributor.oppiaineYritysten ympäristöjohtaminenfi
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineJohtaminenfi
dc.contributor.oppiaineSustainable Businessen
dc.contributor.oppiaineSchool of Resource Wisdomen
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineSosiologyen
dc.contributor.oppiaineSustainable Business and Economy (focus area)en
dc.contributor.oppiaineCorporate Environmental Managementen
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.contributor.oppiaineManagement and Leadershipen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.description.reviewstatuspeerReviewed
dc.format.pagerange89-97
dc.relation.issn0967-070X
dc.relation.volume128
dc.type.versionpublishedVersion
dc.rights.copyright© 2022 The Authors. Published by Elsevier Ltd.
dc.rights.accesslevelopenAccessfi
dc.subject.ysoilmailu
dc.subject.ysoympäristöystävällisyys
dc.subject.ysolentoyhtiöt
dc.subject.ysokuluttajakäyttäytyminen
dc.subject.ysoasiakaskokemus
dc.subject.ysoympäristövaikutukset
dc.subject.ysoasiakassuhde
dc.subject.ysoasiakasuskollisuus
dc.subject.ysoympäristövastuu
dc.subject.ysoasiakastyytyväisyys
dc.subject.ysolentoliikenne
dc.format.contentfulltext
jyx.subject.urihttp://www.yso.fi/onto/yso/p3279
jyx.subject.urihttp://www.yso.fi/onto/yso/p23825
jyx.subject.urihttp://www.yso.fi/onto/yso/p15467
jyx.subject.urihttp://www.yso.fi/onto/yso/p8576
jyx.subject.urihttp://www.yso.fi/onto/yso/p24882
jyx.subject.urihttp://www.yso.fi/onto/yso/p9862
jyx.subject.urihttp://www.yso.fi/onto/yso/p4458
jyx.subject.urihttp://www.yso.fi/onto/yso/p7218
jyx.subject.urihttp://www.yso.fi/onto/yso/p14214
jyx.subject.urihttp://www.yso.fi/onto/yso/p7217
jyx.subject.urihttp://www.yso.fi/onto/yso/p4262
dc.rights.urlhttps://creativecommons.org/licenses/by/4.0/
dc.relation.doi10.1016/j.tranpol.2022.09.016
dc.type.okmA1


Aineistoon kuuluvat tiedostot

Thumbnail

Aineisto kuuluu seuraaviin kokoelmiin

Näytä suppeat kuvailutiedot

CC BY 4.0
Ellei muuten mainita, aineiston lisenssi on CC BY 4.0