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

โœ Scribed by Adams B. Steven; Yan Dong; Martin Dresner

Book ID
116938184
Publisher
Elsevier Science
Year
2012
Tongue
English
Weight
585 KB
Volume
48
Category
Article
ISSN
1366-5545

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Customer satisfaction continues to draw the interest of researchers and practitioners because it can lead to long term benefits including customer loyalty. Purchase importance plays a role in pre-purchase process, yet little is known about how it may influence customer satisfaction formation process