Impact of Environmental CSR, Service Quality, Emotional Attachment, and Price Perception on Word-of-Mouth for Full-Service Airlines

Heesup Han, Amr Al-Ansi, Xiaoting Chi, Hyungshin Baek and Kyung-Sik Lee
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Heesup Han: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwangjin-Gu, Seoul 143–747, Korea
Amr Al-Ansi: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwangjin-Gu, Seoul 143–747, Korea
Xiaoting Chi: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwangjin-Gu, Seoul 143–747, Korea
Hyungshin Baek: Air Busan Passenger Transport Service BAS Co., Ltd., 3F, 108, Gonghangjinip-ro, Gangseo-gu, Busan 46718, Korea
Kyung-Sik Lee: Department of Airline Services, Dongshin University, 67 Dongshindae-gil, Naju-si 58245, Korea

Sustainability, 2020, vol. 12, issue 10, 1-17

Abstract: This research aimed to develop a theoretical framework relating environmental corporate social responsibility (environmentally friendly business, compliance with environmental regulations, environmentally friendly products/services, environment-related mission, environmental preservation efforts), service quality, emotional attachment, and word-of-mouth in the full-service airline industry. A quantitative approach with a survey methodology was used for attaining the research goals. Our empirical findings demonstrated that environmental corporate social responsibility plays a crucial role in eliciting airline customers’ word-of-mouth, and that service quality and emotional attached have a critical mediating effect. In addition, price perception moderated the degree of the relationship strength between environmental corporate social responsibility and word-of-mouth. The salient contribution of emotional attachment to the prediction power increase of the proposed model for word-of-mouth was also uncovered. Overall, this research presents apparent understanding of airline corporate social responsibility for the environment and its role in the process of generating word-of-mouth.

Keywords: corporate social responsibility for the environment; word-of-mouth; full-service airline; airline service quality; emotional attachment; price perception (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (19)

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