Customer perspective on overbooking : the failure of customers to enjoy their reserved services, accidental or intended?
Xiaolong Guo, Yufeng Dong, Liuyi Ling
| Year of publication: |
June 2016
|
|---|---|
| Authors: | Guo, Xiaolong ; Dong, Yufeng ; Ling, Liuyi |
| Published in: |
Journal of air transport management. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6997, ZDB-ID 1208154-1. - Vol. 53.2016, p. 65-72
|
| Subject: | Compensation | Denied service | Overbooking | Reservation | Service provider | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jairtraman.2016.01.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011546112