Service failure and recovery in a strategic airline alliance context : interplay of locus of service failure and social identity
Year of publication: |
2010
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Authors: | Weber, Karin ; Sparks, Beverley |
Published in: |
Journal of travel and tourism marketing. - Binghamton, NY : Haworth Press, ISSN 1054-8408, ZDB-ID 1408990-7. - Vol. 27.2010, 6, p. 547-564
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Subject: | Fluggesellschaft | Airline | Strategische Allianz | Strategic alliance | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Australien | Australia |
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