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Linking business strategy to service failures and financial performance : empirical evidence from the U.S. domestic airline industry

Mellat-Parasat, Mahour; Golmohammadi, Davood; McFadden, … - In: Journal of operations management 38 (2015), pp. 14-24

Persistent link: https://www.econbiz.de/10011416927

Baggage fees, operational performance and customer satisfaction in the US air transport industry

Scotti, Davide; Dresner, Martin; Martini, Gianmaria - In: Journal of air transport management 55 (2016), pp. 139-146

Persistent link: https://www.econbiz.de/10011547835

First-class in-flight services and advertising effectiveness : antecedents of customer-centric innovativeness and brand loyalty in the United States (US) airline industry

Kim, Seontaik; Kim, Insin; Hyun, Sunghyup Sean - In: Journal of travel and tourism marketing 33 (2016) 1/3, pp. 118-140

Persistent link: https://www.econbiz.de/10011484678

Exit, tweets, and loyalty

Gans, Joshua; Goldfarb, Avi; Lederman, Mara - 2017

Hirschman's Exit, Voice, and Loyalty highlights the role of “voice” when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract...

Persistent link: https://www.econbiz.de/10011646339

Role of alliance brand awareness on customer's behavioural response and satisfaction : case of "sky team" global airline alliance

Kassir, Ali Mohammad - In: EuroMed journal of management : EMJM 6 (2024) 1, pp. 72-99

Persistent link: https://www.econbiz.de/10014490987

The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction

Xu, Xun; Liu, Wenhui; Gursoy, Dogan - In: Journal of travel research : a quarterly publication of … 58 (2019) 6, pp. 1034-1051

Persistent link: https://www.econbiz.de/10012050714

Value or quality? : differences in airlines' customer satisfaction strategies across national markets

Messner, Wolfgang - In: Services marketing quarterly 41 (2020) 3, pp. 205-235

Persistent link: https://www.econbiz.de/10012256939

Technology readiness and customer satisfaction with travel technologies : a cross-country investigation

Wang, Ying; So, Kevin Kam Fung; Sparks, Beverley - In: Journal of travel research : a quarterly publication of … 56 (2017) 5, pp. 563-577

Persistent link: https://www.econbiz.de/10011687294

The anomaly of airline passenger behavioral intention : a comparison between low-cost and full-service airlines

Auryn Rachma Maulisa; Rahayu Hijrah Hati - In: ASEAN marketing journal : Association of Southeast … 10 (2018) 2, pp. 75-90

Persistent link: https://www.econbiz.de/10012106923

The influence of perceived justice on recovery satisfaction in the airline industry

Matikiti, Rosemary; Roberts-Lombard, Mornay; … - In: Journal of African business 19 (2018) 4, pp. 512-530

Persistent link: https://www.econbiz.de/10011930497

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