haku: @author Weber, K. / yhteensä: 14
viite: 5 / 14
| Tekijä: | Weber, K. Sparks, B. |
| Otsikko: | Consumer attributions and behavioral responses to service failures in strategic airline alliance settings |
| Lehti: | Journal of Air Transport Management
2004 : SEP, VOL. 10:5, p. 361-367 |
| Asiasana: | Airlines Mergers Service Consumer behaviour |
| Kieli: | eng |
| Tiivistelmä: | The paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioural responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline. It also demonstrates likely problems for airlines in an alliance, first via a negative evaluation and consequently, by customer dissatisfaction etc. |
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