Influential constructs, mediating effects, and moderating effects on operations performance of high speed rail from passenger perspective

摘要

In a competitive society with diverse consumer needs, service quality, customer satisfaction, customer loyalty, and corporate image determine the sustainability of service-oriented industries. However, management and leadership, employee satisfaction, and employee loyalty also influence company growth and profit. This study applied a theoretical model and findings from related literature to investigate the constructs and observed indices for measuring operations performance in the highspeed railway (HSR) from the passenger perspective. Cause and effect relationships between constructs and operations performance were quantified, and structural equation modeling was used to verify the hypothetical relationships proposed in this study in order to identify constructs, to measure the effects of indices on the constructs, and to measure mediating and moderating effects between constructs. The analytical results showed that leadership and employee cognition have a greater influence on long-term profitability compared to service quality, customer recognition, and corporate image. Notably, employee cognition mediates the effect of leadership on service quality. Further, mediating and moderating effects of corporate image and customer recognition significantly affect operations performance. By using the confirmatory findings of this study as a policy making reference and for clarifying resource use, the HSR can enhance passenger perceptions. Improving the identified evaluation indicators can increase passenger loyalty and improve operating performance in the high-speed rail service.