Abstract
The purpose of this study is to identify the impact on customer satisfaction and reuse intentions by dividing the aircraft cabin service environment into physical, social, and symbolic servicescapes. A total of 394 questionnaires were used for this analysis that passengers who boarded international flight within six months was used. Five physical servicescape (space, service item, ambient condition, physical image, safety sign), three social servicescape (cabin crew, passenger emotion, passenger similarity) and four symbolic servicescape (familiarity, same language, same culture, same life sentiment) in the aircraft cabin were found. The physical, social, and symbolic extended servicescape of the aircraft cabin were affected customer satisfaction and reuse intention and the Customer satisfaction were affected reuse intention. Throughout this study, the concept of extended servicescape in the cabin service environment of aircraft has been empirically studied. The results of the study will be of great help in developing service marketing strategies for airlines.
Published Version
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