Does service recovery affect satisfaction and customer loyalty? : an empirical study of airline services
Year of publication: |
2010
|
---|---|
Authors: | Chang, Yu-wei ; Chang, Yu-hern |
Published in: |
Journal of air transport management. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6997, ZDB-ID 1208154-1. - Vol. 16.2010, 6, p. 340-342
|
Subject: | Passagierluftverkehr | Air passenger transport | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
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