Page 25 - Revised_Interactive_IIM(V)ibes_Newsletter 18th July

RESEARCH AT IIMV
FACULTY RESEARCH PUBLICATIONS
Authors:
Swagato Chatterjee,
Prathamesh Kittur,
Pankaj Vishwakarma,
Anirban Dey
Authors:
Rohit Titiyal,
Sujoy Bhattacharya,
Jitesh J. Thakkar,
Bhawesh Sah
What makes customers of airport lounges satisfied
and more? Impact of culture and travel class.
Published in Journal of Air Transport Management (ABDC - B)
The study explores the relative importance of various service factors related
to airport-lounge that reflects customer satisfaction and recommendation
behavior of the consumers, who are different in terms of their travel class
and culture. The study is one of the pioneering studies on customer
evaluations of airport-lounge service, a critical hospitality service in the
airline industry. The results also help the airport-lounge managers in lounge
service design, customer segmentation, targeted communication, and
customer relationship management.
Click here for the paper.
1. Impact of e-fulfillment on consumer loyalty across
different product types
Published in Journal of Asia Business Studies (ABDC-C)
The purpose of this study is to investigate the impact of e-fulfillment on
consumer loyalty across two product types: “standard, regular” and
“physical product” (e.g., book, clothing, etc.) and “standard, nonregular”
and “physical product” (e.g., computer, refrigerator, etc.) using the peak-
end rule theory for an e-tailer.
Click here for the paper.
Vol 4 | Issue 2 | Jan-April 2023 | 23