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Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Nikbin, Davoud; Marimuthu, Malliga; Hyun, Sunghyup Sean; … - In: Journal of travel and tourism marketing 31 (2014) 7/8, pp. 817-834
Persistent link: https://www.econbiz.de/10010469250
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The relationship between informational justice, recovery satisfaction, and loyalty : the moderating role of failure attributions
Davoud Nikbin; Ishak Ismail; Malliga Marimuthu - In: Service business 7 (2013) 3, pp. 419-435
Persistent link: https://www.econbiz.de/10009776971
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The impact of causal attributions on customer satisfaction and switching intention : empirical evidence from the airline industry
Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga - In: Journal of air transport management 25 (2012), pp. 37-39
Persistent link: https://www.econbiz.de/10009664102