Customer attributions of service failure and its impact on commitment in the airline industry : an emerging market perspective
Rosemary Matikiti, Mornay Roberts-Lombard and Mercy Mpinganjira
| Year of publication: |
2019
|
|---|---|
| Authors: | Matikiti, Rosemary ; Roberts-Lombard, Mornay ; Mpinganjira, Mercy |
| Subject: | airline industry | controllability | customer commitment | emerging market | failure severity | knowledge of alternatives | locus of causality | recovery satisfaction | Service failure attributions | stability | Fluggesellschaft | Airline | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Schwellenländer | Emerging economies | Luftverkehr | Air transport |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/10548408.2019.1568949 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012179413