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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

Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects

Steven, Adams B.; Dong, Yan; Dresner, Martin - In: Transportation Research Part E: Logistics and … 48 (2012) 4, pp. 743-754

The paper investigates the linkages between customer service, customer satisfaction, and firm performance in the US airline industry. In particular, the moderating effects of market concentration and firm dominance on the service–satisfaction–performance relationship are examined. Our major...

Persistent link: https://www.econbiz.de/10010755028

Global sourcing and quality recalls : an empirical study of outsourcing-supplier concentration-product recalls linkages

Steven, Adams B.; Yan, Dong; Corsi, Thomas M. - In: Journal of operations management 32 (2014) 5, pp. 241-253

Persistent link: https://www.econbiz.de/10010403050

Mergers and service quality in the airline industry : a silver lining for air travelers?

Steven, Adams B.; Alamdar Yazdi, Amirhossein; Dresner, … - In: Transportation research / E : an international journal 89 (2016), pp. 1-13

Persistent link: https://www.econbiz.de/10011494140

East Coast vs. West Coast : the impact of the Panama Canal's expansion on the routing of Asian imports into the United States

Martinez, Camil; Steven, Adams B.; Dresner, Martin - In: Transportation research / E : an international journal 91 (2016), pp. 274-289

Persistent link: https://www.econbiz.de/10011598436

Efficient replenishment in the distribution channel

Yan, Dong; Shankar, Venkatesh; Dresner, Martin - In: Journal of retailing 83 (2007) 3, pp. 253-278

Persistent link: https://www.econbiz.de/10003515637

Managing supply chain backorders under vendor managed inventory : an incentive approach and empirical analysis

Yao, Yuliang; Yan, Dong; Dresner, Martin - In: European journal of operational research : EJOR 203 (2010) 2, pp. 350-359

Persistent link: https://www.econbiz.de/10003943732

Emerging market penetration, inventory supply, and financial performance

Han, Chaodong; Yan, Dong; Dresner, Martin - In: Production and operations management : an international … 22 (2013) 2, pp. 335-347

Persistent link: https://www.econbiz.de/10009745639

Supply chain learning and spillovers in vendor managed inventory

Yao, Yuliang Oliver; Yan, Dong; Dresner, Martin - In: Decision sciences : DS 43 (2012) 6, pp. 979-1001

Persistent link: https://www.econbiz.de/10009697177

Beyond information sharing : an empirical analysis of vendor-managed inventory

Yan, Dong; Dresner, Martin; Yao, Yuliang - In: Production and operations management : an international … 23 (2014) 5, pp. 817-828

Persistent link: https://www.econbiz.de/10010372385

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