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Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

โœ Scribed by Yu-Wei Chang; Yu-Hern Chang

Book ID
116596774
Publisher
Elsevier Science
Year
2010
Tongue
English
Weight
177 KB
Volume
16
Category
Article
ISSN
0969-6997

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Airline customer satisfaction and loyalt
Airline customer satisfaction and loyalty: impact of in-flight service quality
โœ Myungsook An; Yonghwi Noh ๐Ÿ“‚ Article ๐Ÿ“… 2009 ๐Ÿ› Springer-Verlag ๐ŸŒ English โš– 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