𝔖 Bobbio Scriptorium
✦   LIBER   ✦

Airline customer satisfaction and loyalty: impact of in-flight service quality

✍ Scribed by Myungsook An; Yonghwi Noh

Publisher
Springer-Verlag
Year
2009
Tongue
English
Weight
204 KB
Volume
3
Category
Article
ISSN
1862-8516

No coin nor oath required. For personal study only.

πŸ“œ SIMILAR VOLUMES

Airline customer satisfaction and loyalt
Airline customer satisfaction and loyalty: impact of in-flight service quality
✍ Myungsook An; Yonghwi Noh πŸ“‚ Article πŸ“… 2009 πŸ› Springer-Verlag 🌐 English βš– 204 KB

The purpose of this study was to investigate the impact of the in-flight service quality on airline customer satisfaction and loyalty. This study analyzed the data from passengers of two classes: prestige (business) and economy. The results suggest that there are different factors of in-flight servi

Perceived justice of service recovery st
Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship
✍ Rodolfo VΓ‘zquez-Casielles; Leticia SuΓ‘rez Álvarez; Ana Maria DΓ­az MartΓ­n πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 128 KB

## Abstract This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model

The impact of customer satisfaction and
The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
✍ Thorsten Hennig-Thurau; Alexander Klee πŸ“‚ Article πŸ“… 1997 πŸ› John Wiley and Sons 🌐 English βš– 364 KB πŸ‘ 2 views

Customer satisfaction with a company's products or services is often seen as the key to a company's success and long-term competitiveness. In the context of relationship marketing, customer satisfaction is often viewed as a central determinant of customer retention. However, the few empirical invest

Service quality, perceived value, corpor
Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs
✍ Chung-Yu Wang πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 73 KB

The current study moves beyond customer-perceived value and corporate image and demonstrates that switching costs are important factors in influencing a customer's decision to stay with a service provider. This work finds support for a contingency model involving customer-perceived value, corporate