From 'free' to fee: Acceptability of airline ancillary fees and the effects on customer behavior

Abstract : Businesses in various consumer service industries have begun to unbundle their service offerings by introducing numerous fees for products and services that were previously provided as "free." Anecdotal evidence in the media indicates that these fees cause widespread public displeasure, frustration, and outrage. This paper develops a framework of fee acceptability, negative emotions, and dysfunctional customer behavior, which is tested using data from the airline industry. Findings identify the strongest effects on betrayal in the case of baggage fees, followed by charges for comfort. Also, betrayal has a direct effect on complaining, whereas anger mediates the relationship between betrayal and negative word of mouth.
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Article dans une revue
Journal of Retailing and Consumer Services, Elsevier, 2013, available online, 10 p. 〈10.1016/j.jretconser.2013.09.007〉
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Contributeur : Sandrine Palmer <>
Soumis le : mardi 26 novembre 2013 - 10:50:04
Dernière modification le : mardi 26 novembre 2013 - 10:50:04

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Sven Tuzovic, Merlin C. Simpson, Volker G. Kuppelwieser, Jörg Finsterwalder. From 'free' to fee: Acceptability of airline ancillary fees and the effects on customer behavior. Journal of Retailing and Consumer Services, Elsevier, 2013, available online, 10 p. 〈10.1016/j.jretconser.2013.09.007〉. 〈hal-00909329〉

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