Identificador persistente para citar o vincular este elemento: http://hdl.handle.net/10553/52491
Título: Service quality of airports' food and beverage retailers. A fuzzy approach
Autores/as: Del Chiappa, Giacomo
Martin, Juan Carlos 
Roman, Concepcion 
Clasificación UNESCO: 53 Ciencias económicas
Palabras clave: Age
Airport
Food and beverage
Fuzzy analysis
Service quality
Fecha de publicación: 2016
Publicación seriada: Journal of Air Transport Management 
Resumen: Nowadays the profitability of airports is largely based on non-aeronautical or commercial activities, and particularly on retail and food and beverage services. Further, researchers concur that shopping, eating and drinking in airports have to be considered an important part of tourists' experience and activities that can significantly enhance or damage the tourist destination image. Despite this, there is still little research that analyses how service quality (SQ) is perceived by passengers consuming food and beverages (F&B) in airport areas. This study aims to deepen the scientific debate on this topic. Specifically, this study applies fuzzy numbers with a sample of 551 passengers flying from Olbia-Costa Smeralda Airport (Sardinia Region, Italy) with the aim of determining how they perceive the SQ delivered by F&B retailers and whether age plays a determinant role in segmentation. Findings reveal which F&B features outperform others; furthermore, they show that age is a moderating factor in consumer satisfaction, with older passengers being less satisfied than their counterparts. This study adds knowledge to the literature devoted to SQ, applying a fuzzy number approach to the under-investigated research area related to F&B consumption in airport areas. Further, it provides information useful to airport managers on the features of F&B services that are most important in shaping consumer satisfaction, based also on their age. Limitations of the study are also discussed and suggestions for future research are given.
URI: http://hdl.handle.net/10553/52491
ISSN: 0969-6997
DOI: 10.1016/j.jairtraman.2016.02.002
Fuente: Journal of Air Transport Management [ISSN 0969-6997], v. 53, p. 105-113
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