Customer attributions of service failure and its impact on commitment in the airline industry : an emerging market perspective
Year of publication: |
2019
|
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Authors: | Matikiti, Rosemary ; Roberts-Lombard, Mornay ; Mpinganjira, Mercy |
Published in: |
Journal of travel and tourism marketing. - [Erscheinungsort nicht ermittelbar] : Routledge, ISSN 1540-7306, ZDB-ID 2112951-4. - Vol. 36.2019, 4, p. 403-414
|
Subject: | airline industry | controllability | customer commitment | emerging market | failure severity | knowledge of alternatives | locus of causality | recovery satisfaction | Service failure attributions | stability | Dienstleistungsqualität | Service quality | Fluggesellschaft | Airline | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Schwellenländer | Emerging economies | Luftverkehr | Air transport | Beschwerdemanagement | Complaint management |
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