The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry
Reza Etemad-Sajadi and Laura Bohrer
| Year of publication: |
2019
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|---|---|
| Authors: | Etemad-Sajadi, Reza ; Bohrer, Laura |
| Published in: |
Tourism and hospitality research : THR. - London : Sage Publications, ISSN 1742-9692, ZDB-ID 2094553-X. - Vol. 19.2019, 2, p. 259-266
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| Subject: | Airline industry | service recovery | customer satisfaction | customer loyalty | Kundenzufriedenheit | Customer satisfaction | Fluggesellschaft | Airline | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Luftverkehr | Air transport |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1467358417743080 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012165672