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An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines : findings from foreigners and overseas Pakistani customers
Ali, Faizan; Dey, Bidit Lal; Filieri, Raffaele - In: International journal of quality & reliability management 32 (2015) 5, pp. 486-502
Persistent link: https://www.econbiz.de/10011376760
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The effects of perceived justice and experience on service recovery satisfaction and post-purchase behaviours in the airline industry
Pai, Fan-Yun - In: International journal of services and operations management 21 (2015) 2, pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
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A non-parametric efficiency measure incorporating perceived airline service levels and profitability
Merkert, Rico; Pearson, James - In: Journal of transport economics & policy : JTEP 49 (2015) 2, pp. 261-275
Persistent link: https://www.econbiz.de/10011304740
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High-performance work practices, career satisfaction, and service recovery performance : a study of flight attendants
Karatepe, Osman M.; Vatankhah, Sanaz - In: Tourism review : the official journal of the AIEST 70 (2015) 1, pp. 56-71
Persistent link: https://www.econbiz.de/10011344501
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An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Nikbin, Davoud; Hyun, Sunghyup Sean - In: Review of managerial science 9 (2015) 4, pp. 731-749
Persistent link: https://www.econbiz.de/10011346095
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Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup; Hwang, Jinsoo - In: International journal of contemporary hospitality management 27 (2015) 4, pp. 585-607
Persistent link: https://www.econbiz.de/10011326581
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Valeur perçue des "méta-services" et comportement du consommateur : le cas des alliances aériennes
Janawade, Vikrant; Bertrand, Daisy; Léo, Pierre-Yves; … - 2015
Persistent link: https://www.econbiz.de/10010527216
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A fuzzy approach to service quality diagnosis
Ardakani, Saeid Saeida; Nejatian, Majid; Farhangnejad, … - In: Marketing intelligence & planning 33 (2015) 1, pp. 103-119
Persistent link: https://www.econbiz.de/10010528565
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Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.; Petzer, Daniel J.; Svari, Sander; … - In: International journal of quality and service sciences 5 (2013) 2, pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
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Asymmetric effects, regulatory focus, and attribute satisfaction : mixed experimental evidence in airline overbooking recovery
Zhang, Xiang; Chen, Rongqiu - In: International journal of production economics 142 (2013) 1, pp. 27-36
Persistent link: https://www.econbiz.de/10009732687