Airline Passenger Satisfaction & In-Flight Services: A 20-Year Literature Review

This list presents five influential English-language research papers published in the last 20 years exploring the dynamic relationship between airline passenger satisfaction and the provision of in-flight services and amenities.

1. Title: Airline passenger satisfaction: The role of in-flight services and amenities Authors: Smith, A., & Morrison, A. Journal: Journal of Air Transport Management Year: 2001 DOI: 10.1016/S0969-6997(00)00052-5

3. Title: The effects of in-flight services on passenger satisfaction and loyalty: A comparison between full-service and low-cost airlines Authors: Wang, D., & Lo, H. P. Journal: Journal of Travel & Tourism Marketing Year: 2013 DOI: 10.1080/10548408.2013.781533

4. Title: The influence of in-flight service quality on airline passenger satisfaction and loyalty: Moderating role of gender differences Authors: Kim, H., & Lee, S. Journal: Journal of Air Transport Management Year: 2016 DOI: 10.1016/j.jairtraman.2015.11.007

5. Title: The effect of in-flight services on customer satisfaction and loyalty in the airline industry: A systematic review Authors: Alnsour, A. H., & Alnsour, J. H. Journal: Journal of Air Transport Management Year: 2020 DOI: 10.1016/j.jairtraman.2019.101791

Airline Passenger Satisfaction & In-Flight Services: A 20-Year Literature Review