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Exit, tweets and loyalty
Gans, Joshua; Goldfarb, Avi; Lederman, Mara - 2017
Persistent link: https://www.econbiz.de/10011612639
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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
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Competition and firm service reliability decisions : a study of the airline industry
Zhou, Chen; Albuquerque, Paulo; Grewal, Rajdeep - 2016
Persistent link: https://www.econbiz.de/10011576867
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Airline alliances and service quality
Brueckner, Jan K.; Flores-Fillol, Ricardo - 2018
Convenient scheduling, characterized by adequate flight frequency, is the main quality attribute for airline services …. However, the effect of airline alliances on this important dimension of service quality has received almost no attention in …
Persistent link: https://www.econbiz.de/10011900765
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The total size of an airline and the quality of its flights
Montfort, Joep van; Berg, Vincent A. C. van den - 2017 - Version of 16 October 2017
We examine the relationship between the total size of an airline and its service quality by analysing over 4.8 million … domestic flights within the USA in 2016. The total size of an airline is measured by its total market share, total amount of … common category of airline customer complaints. Numerous regressions have been estimated using arrival delay time and whether …
Persistent link: https://www.econbiz.de/10011739415
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Competition and quality : evidence from high-speed railways and airlines
Fang, Hanming; Wang, Long; Yang, Yang - 2020
Persistent link: https://www.econbiz.de/10012299159
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The impact of airline mergers on quality : why do different mergers have such different effects?
Rijken, Daniel; Berg, Vincent A. C. van den - 2017 - Version of 22 Augustus 2017
We investigate the impacts of five airline mergers on one quality dimension, namely route frequency. We use monthly …
Persistent link: https://www.econbiz.de/10011715887
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Ansatz zur Customer-Value-basierten Produktgestaltung : eine Analyse am Beispiel der Produktgestaltung in der Airline-Branche
Boetsch, Tina Caroline - 2008
Persistent link: https://www.econbiz.de/10003659957
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Air accessibility and the export of Italian manufacture in Europe : evidence at regional level
Alderighi, Marco; Gaggeroz, Alberto A. - 2013
We study the link between air accessibility (measured by non-stop flights offer) and the manufacturing export of the Italian regions in Europe using a panel of 12,000 half-yearly observations ranging from 1998 to 2010. The analysis shows that the supply of non-stop flights provided by...
Persistent link: https://www.econbiz.de/10011506164
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Die kundenseitige Wahrnehmung der Servicequalität bei der Nutzung von SST
Gleitsmann, Sinje; Guttzeit, Mandy; Roschk, Holger - 2010
Sogenannte Self-Service-Technologien (SST), wie Bankautomaten, automatischer Self-Checkout in Hotels, Telefonbanking und Dienstleistungen, die der Kunde über das Internet bezieht (z.B. Onlinebanking) werden in den letzten Jahren zunehmend von Unternehmen genutzt, um den kostenintensiven,...
Persistent link: https://www.econbiz.de/10008663120