Customer responses to airline companies' service failure and recovery strategies : the moderating role of service failure habit
Ahmed Mohamed Elbaz, Mohammad Soliman, Alamir Al-Alawi, Bassam Samir Al-Romeedy and Moustafa Mekawy
| Year of publication: |
2023
|
|---|---|
| Authors: | Elbaz, Ahmed Mohamed ; Soliman, Mohammad ; Al Alawi, Alamir ; Al-Romeedy, Bassam Samir ; Mekawy, Moustafa |
| Published in: |
Tourism review. - Bingley : Emerald, ISSN 1759-8451, ZDB-ID 2412174-5. - Vol. 78.2023, 1, p. 1-17
|
| Subject: | Service failure severity | Service recovery | Habitual service failure | Customer forgiveness | Re-patronage intention | Airline industry | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Äthiopien | Ethiopia | Kundenzufriedenheit | Customer satisfaction | Fluggesellschaft | Airline | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungssektor | Service industry |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/TR-03-2022-0108 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014235249