Linkages between customer service, customer satisfaction and performance in the airline industry : Investigation of non-linearities and moderating effects

Adams B. Steven; Yan Dong; Martin Dresner

Year of publication:	2012
Authors:	Steven, Adams B. ; Yan, Dong ; Dresner, Martin
Published in:	Transportation research / E : an international journal. - Amsterdam : Elsevier, ISSN 1366-5545, ZDB-ID 1380969-6. - Vol. 48.2012, 4, p. 743-754
Subject:	Fluggesellschaft \| Airline \| Kundenservice \| Customer service \| Kundenzufriedenheit \| Customer satisfaction \| Unternehmenserfolg \| Firm performance \| Unternehmenskonzentration \| Market concentration \| USA \| United States

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