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Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
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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
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Drivers of service satisfaction : linking customer satisfaction to the service concept and customer characteristics
Anderson, Shannon; Pearo, Lisa Klein; Widener, Sally K. - In: Journal of service research : JSR 10 (2007/08) 4, pp. 365-381
Persistent link: https://www.econbiz.de/10003705724
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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
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Linkages between customer service, customer satisfaction and performance in the airline industry : Investigation of non-linearities and moderating effects
Steven, Adams B.; Yan, Dong; Dresner, Martin - In: Transportation research / E : an international journal 48 (2012) 4, pp. 743-754
Persistent link: https://www.econbiz.de/10009550799
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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
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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
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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
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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
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Service marketing productivity and firm profit : evidence from US domestic airline companies
Kim, Jin Wook; Prater, Edmund - In: Services marketing quarterly 32 (2011) 3, pp. 181-198
Persistent link: https://www.econbiz.de/10009273297