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. - Elsevier, ISSN 0969-6997. - Vol. 16.2010, 6, p. 340-342
|
Publisher: |
Elsevier |
Subject: | Service recovery | Perceived justice | Satisfaction | Customer loyalty |
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