Proactive handling of flight overbooking : how to reduce negative eWOM and the costs of bumping customers
Amin Nazifi, Katja Gelbrich, Yany Grégoire, Sebastian Koch, Dahlia El-Manstrly, and Jochen Wirtz
| Year of publication: |
2021
|
|---|---|
| Authors: | Nazifi, Amin ; Gelbrich, Katja ; Grégoire, Yany ; Koch, Sebastian ; El-Manstrly, Dahlia ; Wirtz, Jochen |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 2, p. 206-225
|
| Subject: | firm profitability | flight overbooking | offloading | proactivity | service recovery | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Fluggesellschaft | Airline | Konsumentenverhalten | Consumer behaviour |
freely available
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670520933683 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012522525