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Toward zero faults in passenger flights : a proposed framework

Barkai, Ofer; Harison, Elad - In: Review of business information systems 17 (2013) 3, pp. 109-116

Persistent link: https://www.econbiz.de/10009792575

What passengers did not expect when their flight was overbooked

Lefrid, Mohammed; Chen, Po-Ju - In: International journal of business and economics 16 (2017) 3, pp. 263-267

Persistent link: https://www.econbiz.de/10011973045

Are low-cost carrier passengers less likely to complain about service quality?

Wittman, Michael D. - In: Journal of air transport management 35 (2014), pp. 64-71

Persistent link: https://www.econbiz.de/10010246670

Effect of airline choice and temporality on flight delays

Arora, Swapan Deep; Mathur, Sameer - In: Journal of air transport management 86 (2020), pp. 1-19

Persistent link: https://www.econbiz.de/10012253176

How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers' satisfaction, and loyalty differently? : an empirical study

Chow, Yuk Ting Hester; Li, Chi Ho; Mak, Shu-Lun; Li, … - In: Journal of industrial engineering and management : JIEM 15 (2022) 4, pp. 587-613

Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance,...

Persistent link: https://www.econbiz.de/10014512868

Developing control charts in monitoring service quality based on the number of customer complaints

Chen, Kuen-Suan; Chang, Tsang-Chuan; Wang, Kung-Jeng; … - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689

Persistent link: https://www.econbiz.de/10011305614

The long-term impact of service failure and recovery

Norvell, Tim; Kumar, Piyush; Dass, Mayukh - In: Cornell hospitality quarterly : CQ 59 (2018) 4, pp. 376-389

Persistent link: https://www.econbiz.de/10011943078

Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees : the case of Bank Mellat branches of Khouzestan Provi...

Aghdaie, Fathollah Amiri; Sasani, Bahman - In: International journal of productivity and quality … 22 (2017) 3, pp. 363-377

Persistent link: https://www.econbiz.de/10011861164

Hotel service recovery and service quality : influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty

Cheng Boon Liat; Shaheen Mansori; Gan, Ching Chuan; … - In: Journal of global marketing 30 (2017) 1, pp. 42-51

Persistent link: https://www.econbiz.de/10011779381

Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure

Liu, Mengzhen; Xiong, Wei - In: Journal of travel and tourism marketing 40 (2023) 3, pp. 221-241

Persistent link: https://www.econbiz.de/10014369784

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