Sim, Khim Ling; Koh, Hian Chye; Shetty, Shekar - In: Journal of Air Transport Management 12 (2006) 6, pp. 293-299
of service quality (e.g., on-time arrivals, flight delays, mishandled baggage, and complaints) and aircraft productivity … show that negative factors such as more complaints and more mishandled baggage interact with aircraft productivity to … the other hand, there is no support for the interaction between on-time arrivals and aircraft productivity. …