摘要
航班延误后旅客极易产生不满情绪,剖析延误后旅客消极情绪的生成机理,对有效避免旅客冲突具有一定的实际意义。本文基于期望确认理论,提出服务期望、期望确认及补救前情绪之间影响关系的假设,运用结构方程模型构建航班延误后旅客补救前情绪模型,并对模型进行估计、拟合与检验。研究结果表明:服务期望对期望确认存在显著负向影响,期望确认对补救前情绪存在显著负向影响,服务期望对补救前情绪存在显著正向影响。多群组分析结果还显示,旅客特质、延误归因调节变量在不同群组间的效应存在显著差异。
Passengers are easy to generate dissatisfaction after the flight delay.Analyzing the generation mechanism of passengers'negative emotions after flight delay has certain practical significance for effectively avoiding passenger conflicts.Based on the theory of expectation confirmation,the hypothesis of the influence relationship among service expectation,expectation confirmation and pre-remedy emotion was proposed.The structural equation model method were used to construct the passenger pre-remedy emotion model after flight delay,and the model is estimated,fitted and tested.The results show that service expectation has a significant negative impact on expectation confirmation,expectation confirmation has a significant negative impact on pre-remedy emotion,and service expectation has a significant positive impact on pre-remedy emotion.The results of multi-group analysis also show that there are significant differences in the effects of passenger characteristics and delay attribution moderators among different groups.
作者
齐晓云
侯志成
QI Xiaoyun;HOU Zhicheng(College of Economics&Management,Civil Aviation University of China,Tianjin 300300,China;College of Safety Science,Engineering,Civil Aviation University of China,Tianjin 300300,China)
出处
《综合运输》
2023年第7期66-71,共6页
China Transportation Review
基金
中央高校基本科研业务费项目中国民航大学专项资助(3122018R001)。
关键词
航班延误
期望确认理论
结构方程模型
消极情绪
多群组分析
Flight delay
Expectation confirmation theory
Structure equation model negative emotion
Multiple group analysis
