Building an integrated model of future complaint intentions: The case of Taoyuan International Airport

There are increasing numbers of complaints by passengers regarding the quality of air services. This paper looks at the ways in which complaints are dealt with and the degree to which unsatisfactory experiences are reported and the ways in which they are handled. A survey conducted at Taoyuan International Airport, Taiwan, provides the empirical basis for the work.

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Year of publication:	2008
Authors:	Chang, Wei-Lung ; Liu, Hsiang-Te ; Wen, Yung-Sung ; Lin, Tai-An
Published in:	Journal of Air Transport Management. - Elsevier, ISSN 0969-6997. - Vol. 14.2008, 2, p. 70-74
Publisher:	Elsevier
Subject:	Complain behavior \| Taoyuan International Airport \| Justice \| Customer satisfaction \| Service quality

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Type of publication:	Article
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10010688246