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Toward zero faults in passenger flights : a proposed framework
Barkai, Ofer; Harison, Elad - In: Review of business information systems 17 (2013) 3, pp. 109-116
Persistent link: https://www.econbiz.de/10009792575
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What passengers did not expect when their flight was overbooked
Lefrid, Mohammed; Chen, Po-Ju - In: International journal of business and economics 16 (2017) 3, pp. 263-267
Persistent link: https://www.econbiz.de/10011973045
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Passenger complaints under irregualr airline conditions : cross-culture study
Kim, Yu-kyoung; Lee, Hyung-ryong - In: Journal of air transport management 15 (2009) 6, pp. 350-353
Persistent link: https://www.econbiz.de/10003989135
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Sorry not today : self and temporary consumption denial
Black, Iain R. - In: Journal of consumer behaviour : an international … 10 (2011) 5, pp. 267-278
Persistent link: https://www.econbiz.de/10009378684
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Are low-cost carrier passengers less likely to complain about service quality?
Wittman, Michael D. - In: Journal of air transport management 35 (2014), pp. 64-71
Persistent link: https://www.econbiz.de/10010246670
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Effect of airline choice and temporality on flight delays
Arora, Swapan Deep; Mathur, Sameer - In: Journal of air transport management 86 (2020), pp. 1-19
Persistent link: https://www.econbiz.de/10012253176
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How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers' satisfaction, and loyalty differently? : an empirical study
Chow, Yuk Ting Hester; Li, Chi Ho; Mak, Shu-Lun; Li, … - In: Journal of industrial engineering and management : JIEM 15 (2022) 4, pp. 587-613
Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance,...
Persistent link: https://www.econbiz.de/10014512868
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Customer complaints and recovery effectiveness : a customer base approach
Knox, George; Oest, Rutger van - In: Journal of marketing 78 (2014) 5, pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan; Chang, Tsang-Chuan; Wang, Kung-Jeng; … - In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689
Persistent link: https://www.econbiz.de/10011305614