Au, Alan Kai Ming; Tse, Alan Ching Biu - In: Asia Pacific Journal of Marketing and Logistics 31 (2019) 1, pp. 291-300
Purpose: The purpose of this paper is to examine the effect of expectancy disconfirmation on passengers’ reactions to airline delays. Design/methodology/approach: The study uses a between-subject factorial design with 9 treatments involving 161 subjects to collect data to test the hypotheses....