... Previous literature also acknowledged that contemporary studies on airline service are more about passenger travel satisfaction/dissatisfaction, service quality (Bubalo & Gaggero, 2015;Chen, 2008;Han & Hwang, 2017;Hussain, 2016;Kefallonitis, 2015;Lim & Tkaczynski, 2017;Park, Robertson, & Wu, 2006;Perçin, 2018), airline brand credibility, brand image, and/or brand personality (Cervera-Taulet, Schlesinger, & Yagüe-Guillen, 2013;Dirsehan & Kurtuluş, 2018;Jeng, 2016;Kotsi & Slak Valek, 2017), brand loyalty (Dolnicar, Grabler, Grün, & Kulnig, 2011;Hwang & Hyun, 2017;Šerić, & Matas Milković, 2017), airline alliances (Casanueva, Gallego, Castro, & https://doi.org/10.1016/j.jhtm.2018 Received 25 April 2018; Received in revised form 27 September 2018; Accepted 23 November 2018 Sancho, 2014;Chen & Ren, 2007;Douglas & Tan, 2017), and low-cost airline service (Akamavi, Mohamed, Pellmann, & Xu, 2015;Coles, Fenclova, & Dinan, 2011;Graham, 2013;Morrison & Mason, 2016;Soyk, Ringbeck, & Spinler, 2018). Although three studies are relevant to airline brand (see Chen & Chang, 2008;Chen & Tseng, 2010;Uslu et al., 2013), they seem to ignore the importance of direct service experience in their models. ...