Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Davoud Nikbin; Malliga Marimuthu; Sunghyup Sean Hyun; Ishak Ismail
| Year of publication: |
2014
|
|---|---|
| Authors: | Nikbin, Davoud ; Marimuthu, Malliga ; Hyun, Sunghyup Sean ; Ishak Ismail |
| Published in: |
Journal of travel and tourism marketing. - Binghamton, NY : Haworth Press, ISSN 1054-8408, ZDB-ID 1408990-7. - Vol. 31.2014, 7/8, p. 817-834
|
| Subject: | Service failure | service recovery | stability | controllability | recovery satisfaction | loyalty | airline industry | Fluggesellschaft | Airline | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Luftverkehr | Air transport |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10010469250