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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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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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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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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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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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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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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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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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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