TY - JOUR
T1 - Synergy of corporate social responsibility and service quality for airlines
T2 - The moderating role of carrier type
AU - Seo, Kwanglim
AU - Moon, Joonho
AU - Lee, Seoki
N1 - Publisher Copyright:
© 2015 Elsevier Ltd.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2015/8/1
Y1 - 2015/8/1
N2 - The potential exists for airlines' confronting challenges when providing high quality service while simultaneously adopting corporate social responsibility (CSR) in a cost efficient manner. This study explores synergistic effects of CSR and service quality on firms' performance in the U.S. airline industry. In particular, the examination involves synergistic effects according to types of air-carriers: low-cost carriers (LCCs) and full-service carriers (FSCs). Findings reveal: 1) a positive synergistic effect of service quality and CSR for FSCs, and 2) a negative synergistic effect of service quality and CSR for LCCs. These findings suggest that although improving service quality is apparently crucial, the improvement does not always increase firm performance when integrated with CSR activities. This study provides important implications for airline firms, suggesting efforts toward development and implementation of a strategy that can optimize competitive advantages.
AB - The potential exists for airlines' confronting challenges when providing high quality service while simultaneously adopting corporate social responsibility (CSR) in a cost efficient manner. This study explores synergistic effects of CSR and service quality on firms' performance in the U.S. airline industry. In particular, the examination involves synergistic effects according to types of air-carriers: low-cost carriers (LCCs) and full-service carriers (FSCs). Findings reveal: 1) a positive synergistic effect of service quality and CSR for FSCs, and 2) a negative synergistic effect of service quality and CSR for LCCs. These findings suggest that although improving service quality is apparently crucial, the improvement does not always increase firm performance when integrated with CSR activities. This study provides important implications for airline firms, suggesting efforts toward development and implementation of a strategy that can optimize competitive advantages.
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U2 - 10.1016/j.jairtraman.2015.05.011
DO - 10.1016/j.jairtraman.2015.05.011
M3 - Article
AN - SCOPUS:84930634980
SN - 0969-6997
VL - 47
SP - 126
EP - 134
JO - Journal of Air Transport Management
JF - Journal of Air Transport Management
ER -