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An examination of explanation typology on perceived informational fairness in the context of air travel

Wang, Chen-ya; Mattila, Anna S.; Bartlett, Albert - In: Journal of travel and tourism marketing 26 (2009) 8, pp. 795-805

Persistent link: https://www.econbiz.de/10003952666

Customer service in the face of flight delays

Baranishyn, Mike; Cudmore, B. Andrew; Fletcher, Tim - In: Journal of vacation marketing : an international journal 16 (2010) 3, pp. 201-215

Persistent link: https://www.econbiz.de/10008656864

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

A cross cultural investigation of airlines service quality throgh integration of Servqual and the Kano model

Basfirinci, Cigdem; Mitra, Amitava - In: Journal of air transport management 42 (2015), pp. 239-248

Persistent link: https://www.econbiz.de/10010482001

Customer satisfaction heterogeneity and shareholder value

Grewal, Rajdeep; Chandrashekaran, Murali; Citrin, Alka V. - In: Journal of marketing research : JMR 47 (2010) 4, pp. 612-626

Persistent link: https://www.econbiz.de/10009234932

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