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The impact of the COVID-19 pandemic on airlines’ passenger satisfaction

Pereira, Francisco; Costa, Joana Martinho; Ramos, Ricardo F. - In: Journal of air transport management 112 (2023), pp. 1-13

Persistent link: https://www.econbiz.de/10014458974

The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry

Etemad-Sajadi, Reza; Bohrer, Laura - In: Tourism and hospitality research : THR 19 (2019) 2, pp. 259-266

Persistent link: https://www.econbiz.de/10012165672

Investigating the effects of service recovery quality elements on passengers' behavioral intention

Park, Jin-Ju; Park, Jin-Woo - In: Journal of air transport management 53 (2016), pp. 235-241

Persistent link: https://www.econbiz.de/10011546542

Measuring Service Quality From Unstructured Data : A Topic Modeling Application on Airline Passengers’ Online Reviews

Korfiatis, Nikolaos - 2018

market analysis and assess their competitive performance. We apply our methodology on airline passengers' online reviews … dynamics and interdependencies. Results unveil the orthogonality of the low-cost aspect of airline competition when all other … service quality dimensions are considered, thus explaining the success of low-cost carriers in the airline market …

Persistent link: https://www.econbiz.de/10012911117

Uncovering customer service experiences with Twitter : the case of airline industry

Misopoulos, Fotis; Mitic, Miljana; Kapoulas, Alexandros; … - In: Management decision : MD 52 (2014) 4, pp. 705-723

Persistent link: https://www.econbiz.de/10010386768

Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry

Nikbin, Davoud; Marimuthu, Malliga; Hyun, Sunghyup Sean; … - In: Journal of travel and tourism marketing 31 (2014) 7/8, pp. 817-834

Persistent link: https://www.econbiz.de/10010469250

Sustainable customer service as success factor in the airline sector

Ternès, Anabel; Towers, Ian; Scheiwe, Tania - In: Inventi impact: retailing & consumer services (2015) 3, pp. 135-143

Persistent link: https://www.econbiz.de/10011477531

The impact of language proficiency on airline service satisfaction

Messner, Wolfgang - In: Journal of travel and tourism marketing 37 (2020) 2, pp. 169-184

Persistent link: https://www.econbiz.de/10012289314

Perceptions of premium service and superiority : why do customers pay more for high-value-added domestic airline services in Japan?

Oskaki, Takanori; Kubota, Yukihiro - In: Journal of air transport management 57 (2016), pp. 196-201

Persistent link: https://www.econbiz.de/10011610997

Determinants of customer satisfaction with airline services : an analysis of customer feedback big data

Park, Eunil; Jang, Yeonju; Kim, Jina; Jeong, Nam Jeong; … - In: Journal of retailing and consumer services 51 (2019), pp. 186-190

Persistent link: https://www.econbiz.de/10012115080