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1
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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
9
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
Saved in:
10
Service failure severity, customer satisfaction, and market share : an examination of the
airline
industry
Keiningham, Timothy
;
Morgeson, Forrest V.
;
Aksoy, Lerzan
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 415-431
Persistent link: https://www.econbiz.de/10010432163
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