Liou, James J.H.; Tzeng, Gwo-Hshiung - In: Journal of Air Transport Management 13 (2007) 3, pp. 131-138
This study develops a non-additive model for evaluating and improving the service quality of airlines and compares its results with the conventional additive method. Service quality is a composite of various attributes and many in a system have inter-dependent characteristics that may not be...