Impact of national culture on airline operations
© 2015, Springer Science+Business Media New York. Organizations absorb their nations’ culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation’s culture on airline service quality. We use a...
Saved in:
Main Authors: | , , , , |
---|---|
Other Authors: | |
Format: | Article |
Published: |
2018
|
Subjects: | |
Online Access: | https://repository.li.mahidol.ac.th/handle/123456789/35657 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | Mahidol University |
id |
th-mahidol.35657 |
---|---|
record_format |
dspace |
spelling |
th-mahidol.356572018-11-23T17:05:16Z Impact of national culture on airline operations H. Muge Yayla-Kullu Praowpan Tansitpong Adelina Gnanlet Christopher M. McDermott Jeffrey F. Durgee Rensselaer Polytechnic Institute Mahidol University California State University Fullerton Business, Management and Accounting Decision Sciences Engineering © 2015, Springer Science+Business Media New York. Organizations absorb their nations’ culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation’s culture on airline service quality. We use a non-perceptual global, airline dataset where cultural differences are measured by Hofstede’s and the GLOBE project’s national characteristics. As indicators of service quality, we use assessments of an independent evaluation agency. We find that cultures that place high value on future orientation provide higher quality airline services. On the other hand, cultures that are high in individualism and uncertainty avoidance tend to perform poorly. High individualism might impair true concern for passenger welfare, and high uncertainty avoidance means that employees are apprehensive towards the constant changes and fine-tuning necessary in airline services. We also determine that the implications of national culture may vary by passenger segments identified by cabin types. 2018-11-23T09:52:41Z 2018-11-23T09:52:41Z 2015-12-01 Article Operations Management Research. Vol.8, No.3-4 (2015), 101-117 10.1007/s12063-015-0102-8 19369743 19369735 2-s2.0-84948580099 https://repository.li.mahidol.ac.th/handle/123456789/35657 Mahidol University SCOPUS https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=84948580099&origin=inward |
institution |
Mahidol University |
building |
Mahidol University Library |
continent |
Asia |
country |
Thailand Thailand |
content_provider |
Mahidol University Library |
collection |
Mahidol University Institutional Repository |
topic |
Business, Management and Accounting Decision Sciences Engineering |
spellingShingle |
Business, Management and Accounting Decision Sciences Engineering H. Muge Yayla-Kullu Praowpan Tansitpong Adelina Gnanlet Christopher M. McDermott Jeffrey F. Durgee Impact of national culture on airline operations |
description |
© 2015, Springer Science+Business Media New York. Organizations absorb their nations’ culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation’s culture on airline service quality. We use a non-perceptual global, airline dataset where cultural differences are measured by Hofstede’s and the GLOBE project’s national characteristics. As indicators of service quality, we use assessments of an independent evaluation agency. We find that cultures that place high value on future orientation provide higher quality airline services. On the other hand, cultures that are high in individualism and uncertainty avoidance tend to perform poorly. High individualism might impair true concern for passenger welfare, and high uncertainty avoidance means that employees are apprehensive towards the constant changes and fine-tuning necessary in airline services. We also determine that the implications of national culture may vary by passenger segments identified by cabin types. |
author2 |
Rensselaer Polytechnic Institute |
author_facet |
Rensselaer Polytechnic Institute H. Muge Yayla-Kullu Praowpan Tansitpong Adelina Gnanlet Christopher M. McDermott Jeffrey F. Durgee |
format |
Article |
author |
H. Muge Yayla-Kullu Praowpan Tansitpong Adelina Gnanlet Christopher M. McDermott Jeffrey F. Durgee |
author_sort |
H. Muge Yayla-Kullu |
title |
Impact of national culture on airline operations |
title_short |
Impact of national culture on airline operations |
title_full |
Impact of national culture on airline operations |
title_fullStr |
Impact of national culture on airline operations |
title_full_unstemmed |
Impact of national culture on airline operations |
title_sort |
impact of national culture on airline operations |
publishDate |
2018 |
url |
https://repository.li.mahidol.ac.th/handle/123456789/35657 |
_version_ |
1763495503782215680 |