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~subject:"Customer satisfaction"
~isPartOf:"Managing service quality : MSQ ; an international journal"
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Customer satisfaction
Kundenzufriedenheit
144
Dienstleistungsqualität
106
Service quality
106
Airline
47
Fluggesellschaft
47
Consumer behaviour
46
Konsumentenverhalten
46
Beziehungsmarketing
34
Relationship marketing
34
Airport
27
Flughafen
27
Air passenger transport
23
Passagierluftverkehr
23
Air transport
22
Luftverkehr
22
Quality management
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Qualitätsmanagement
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Taiwan
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Complaint management
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Customer service
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Emotion
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Low-cost strategy
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Dienstleistungssektor
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Satisfaction
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Service industry
8
Airport service quality
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Measurement
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Messung
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Passenger satisfaction
7
Service recovery
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Arbeitszufriedenheit
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Gomes, Carlos Francisco
3
Liu, Chih-Hsing
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MartÃn, Juan Carlos
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3
Park, Jin-Woo
3
Beise-Zee, Rian
2
Bezerra, George C. L.
2
Finsterwalder, Jörg
2
Larivière, Bart
2
Park, Jungkun
2
Slåtten, Terje
2
Van Vaerenbergh, Yves
2
Wu, Li-wei
2
Zhang, Yahua
2
Aboagye, Michael Osei
1
Akan, Åžahap
1
Al Nasser, Amjad
1
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1
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1
Antwi, Collins Opoku
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1
Bujisic, Milos
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Managing service quality : MSQ ; an international journal
Journal of air transport management
Journal of retailing and consumer services
421
International journal of hospitality management
355
Journal of business research : JBR
290
The journal of services marketing
191
The service industries journal
171
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Tourism management : research, policies, practice
167
Journal of travel and tourism marketing
162
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
140
Services marketing quarterly
99
Cogent business & management
96
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
94
Journal of service research : JSR
88
Asia Pacific journal of marketing and logistics
85
Service business
85
The TQM journal : the international review of organizational improvement
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
81
Tourism management perspectives : TMP
81
Psychology & marketing
77
International journal of productivity and quality management : IJPQM
72
Journal of the Academy of Marketing Science
72
Journal of service management
70
Industrial marketing management : the international journal for industrial and high-tech firms
69
The international journal of bank marketing : IJBM
66
International journal of quality and service sciences
64
Total quality management & business excellence
64
International journal of services and operations management
63
Journal of strategic marketing
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
International journal of quality & reliability management
57
International journal of services, economics and management
52
Journal of retailing
52
Journal of marketing
51
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
50
SpringerLink / Bücher
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ECONIS (ZBW)
144
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1
Airline satisfaction and loyalty : assessing the influence of personality, trust and service quality
Leon, Steven
;
Dixon, Sonoma
- In:
Journal of air transport management
113
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014437736
Saved in:
2
The impact of the COVID-19 pandemic on airlines’ passenger satisfaction
Pereira, Francisco
;
Costa, Joana Martinho
;
Ramos, …
- In:
Journal of air transport management
112
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014458974
Saved in:
3
Up in the air! : airline passenger's brand experience and its impact on brand satisfaction mediated by brand love
Pabla, Harleen
;
Soch, Harmeen
- In:
Journal of air transport management
107
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014322930
Saved in:
4
Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines
Dehnavi, Morteza Narimani
;
Yazdian, Seyed Ahmad
; …
- In:
Journal of air transport management
109
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014283370
Saved in:
5
Has passenger satisfaction at airports changed with the onset of COVID-19? : the case of Seville Airport (Spain)
Lopez-Valpuesta, Lourdes
;
Casas-Albala, Diana
- In:
Journal of air transport management
108
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014310478
Saved in:
6
Developing a passenger-centered airport : a case study of Urumqi airport in Xinjiang, China
Cao, Mengfei
;
Li, Linbo
;
Zhang, Yahua
- In:
Journal of air transport management
108
(
2023
),
pp. 1-8
Persistent link: https://www.econbiz.de/10014310504
Saved in:
7
Impact of perception of COVID-19 on NPI, job satisfaction, and customer orientation : highlighting three types of NPIs for the airline industry
Lee, Choong-Ki
;
Jung, Eun-Kyo
;
Kang, Sung-Eun
;
Petrick, …
- In:
Journal of air transport management
100
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013207562
Saved in:
8
A bibliometric analysis of airport service quality
Bakır, Mahmut
;
Özdemir, Emircan
;
Akan, Åžahap
; …
- In:
Journal of air transport management
104
(
2022
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013383511
Saved in:
9
Identification of opinion trends using sentiment analysis of airlines passengers' reviews
Farzadnia, Siavash
;
Vanani, Iman Raeesi
- In:
Journal of air transport management
103
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013364304
Saved in:
10
The service quality of travel service centers in international airports in Taiwan
Sun, Kuo-Shun
;
Huang, Hsiao-Han
- In:
Journal of air transport management
105
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013427115
Saved in:
11
How has airport service quality changed in the context of COVID-19 : A data-driven crowdsourcing approach based on sentiment analysis
Li, Lingyao
;
Mao, Yujie
;
Wang, Yu
;
Ma, Zihui
- In:
Journal of air transport management
105
(
2022
),
pp. 1-19
Persistent link: https://www.econbiz.de/10013427116
Saved in:
12
Investigating travelers' multi-impulse buying behavior in airport duty-free shopping for Chinese traveler : intrinsic and extrinsic motivations
Lee, Jung Ick
;
Ren, Tianbao
;
Park, Jungkun
- In:
Journal of air transport management
92
(
2021
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012507734
Saved in:
13
The impact of service quality and price on passengers' loyalty towards low-cost airlines : the Southeast Asia perspective
Shen, Chao
;
Yahya, Yazkhiruni
- In:
Journal of air transport management
91
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012495501
Saved in:
14
Applying deep learning models to twitter data to detect airport service quality
Barakat, H.
;
Yeniterzi, R.
;
MartÃn-Domingo, L.
- In:
Journal of air transport management
91
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012495517
Saved in:
15
Predicting airline passengers' loyalty using artificial neural network theory
Singh, Balgopal
- In:
Journal of air transport management
94
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012591801
Saved in:
16
Text mining approach to explore dimensions of airline customer satisfaction using online customer reviews
Lucini, Filipe R.
;
Tonetto, Leandro Miletto
;
Fogliatto, …
- In:
Journal of air transport management
83
(
2020
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012170245
Saved in:
17
Evaluation of passenger satisfaction with service quality : a consecutive method applied to the airline industry
Tahanisaz, Sahar
;
Shokuhyar, Sajjad
- In:
Journal of air transport management
83
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012170253
Saved in:
18
Antecedents and consequences of passenger satisfaction with the airport
Bezerra, George C. L.
;
Gomes, Carlos Francisco
- In:
Journal of air transport management
83
(
2020
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012170254
Saved in:
19
Does a reward program affect customers' behavioural intention of visiting the airport? : a case study of Singapore Changi Airport
Wu, Hanjun
;
Tsui, Kan Wai Hong
- In:
Journal of air transport management
82
(
2020
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012253048
Saved in:
20
Service quality in a mid-sized air terminal : a SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity
Allen, Jaime
;
Bellizzi, Maria Grazia
;
Eboli, Laura
; …
- In:
Journal of air transport management
84
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012253104
Saved in:
21
The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator
Shah, Faisal Tehseen
;
Syed, Zaineb
;
Imam, Abeer
;
Raza, Aiman
- In:
Journal of air transport management
85
(
2020
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012253168
Saved in:
22
Effect of airline choice and temporality on flight delays
Arora, Swapan Deep
;
Mathur, Sameer
- In:
Journal of air transport management
86
(
2020
),
pp. 1-19
Persistent link: https://www.econbiz.de/10012253176
Saved in:
23
Does the nature of airport terminal service activities matter? : processing and non-processing service quality, passenger affective image and satisfaction
Antwi, Collins Opoku
;
Fan, Chong-jun
;
Ihnatushchenko, …
- In:
Journal of air transport management
89
(
2020
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012383788
Saved in:
24
Analyzing passengers' emotions following flight delays : a 2011–2019 case study on SKYTRAX comments
Song, Cen
;
Guo, Jingquan
;
Zhuang, Jun
- In:
Journal of air transport management
89
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012383806
Saved in:
25
Functional efficiency in airport terminals : a review on Overall and Stratified Service Quality
Thampan, Aromal
;
Sinha, Kapil
;
Gurjar, Bhola R.
; …
- In:
Journal of air transport management
87
(
2020
),
pp. 1-15
Persistent link: https://www.econbiz.de/10012291811
Saved in:
26
Key drivers of passengers' overall satisfaction at klia2 terminal
Nor Azlina Mohd Isa
;
Hazelin Ghaus
;
Norlida Abdul Hamid
; …
- In:
Journal of air transport management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012291826
Saved in:
27
Assessing customer citizenship behaviors in the airline industry : investigation of service quality and value
Woo, Mina
- In:
Journal of air transport management
76
(
2019
),
pp. 40-47
Persistent link: https://www.econbiz.de/10012119109
Saved in:
28
How airline service quality determines the quantity of repurchase intention : mediate and moderate effects of brand quality and perceived value
Chen, Lu
;
Li, Yong-Quan
;
Liu, Chih-Hsing
- In:
Journal of air transport management
75
(
2019
),
pp. 185-197
Persistent link: https://www.econbiz.de/10012112383
Saved in:
29
The role of travel patterns in airport duty-free shopping satisfaction : a case study from an Australian regional airport
MartÃn, Juan Carlos
;
MartÃn-Domingo, Luis
;
Lohmann, …
- In:
Journal of air transport management
80
(
2019
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012112399
Saved in:
30
Voice of airline passenger : a text mining approach to understand customer satisfaction
Sezgen, Eren
;
Mason, Keith J.
;
Mayer, Robert
- In:
Journal of air transport management
77
(
2019
),
pp. 65-74
Persistent link: https://www.econbiz.de/10012112634
Saved in:
31
Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)
Martin-Domingo, Luis
;
MartÃn, Juan Carlos
;
Mandsberg, Glen
- In:
Journal of air transport management
78
(
2019
),
pp. 106-115
Persistent link: https://www.econbiz.de/10012112677
Saved in:
32
Impact of service quality on customer satisfaction in Malaysia airlines : a PLS-SEM approach
Farooq, Muhammad Shoaib
;
Maimoona Salam
;
Fayolle, Alain
; …
- In:
Journal of air transport management
67
(
2018
),
pp. 169-180
Persistent link: https://www.econbiz.de/10011807265
Saved in:
33
Determining important attributes for assessing the attractiveness of airlines
Medina-Muñoz, Diego Ramón
;
Medina-Muñoz, Rita Dolores
; …
- In:
Journal of air transport management
70
(
2018
),
pp. 45-56
Persistent link: https://www.econbiz.de/10011883653
Saved in:
34
Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey
Deveci, Muhammet
;
Özcan, Ender
;
John, Robert
;
Öner, …
- In:
Journal of air transport management
69
(
2018
),
pp. 83-98
Persistent link: https://www.econbiz.de/10011865565
Saved in:
35
Assessment of airport service quality : a complementary approach to measure perceived service quality based on Google reviews
Lee, Kiljae
;
Yu, Chunyan
- In:
Journal of air transport management
71
(
2018
),
pp. 28-44
Persistent link: https://www.econbiz.de/10011901797
Saved in:
36
The effects of the servicescape of airport transfer amenities on the behavioral intentions of transfer passengers : a case study on Incheon International Airport
Park, Kyuseon
;
Park, Jin-Woo
- In:
Journal of air transport management
72
(
2018
),
pp. 68-76
Persistent link: https://www.econbiz.de/10011910587
Saved in:
37
A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement
Tsafarakis, Stelios
;
Kokotas, Theodosios
;
Pantouvakis, …
- In:
Journal of air transport management
68
(
2018
),
pp. 61-75
Persistent link: https://www.econbiz.de/10011845851
Saved in:
38
Customer perspective on overbooking : the failure of customers to enjoy their reserved services, accidental or intended?
Guo, Xiaolong
;
Dong, Yufeng
;
Ling, Liuyi
- In:
Journal of air transport management
53
(
2016
),
pp. 65-72
Persistent link: https://www.econbiz.de/10011546112
Saved in:
39
Measuring airport service quality : a multidimensional approach
Bezerra, George Christian Linhares
;
Gomes, Carlos Francisco
- In:
Journal of air transport management
53
(
2016
),
pp. 85-93
Persistent link: https://www.econbiz.de/10011546120
Saved in:
40
Service quality of airports' food and beverage retailers : a fuzzy approach
Del Chiappa, Giacomo
;
MartÃn, Juan Carlos
;
Román …
- In:
Journal of air transport management
53
(
2016
),
pp. 105-113
Persistent link: https://www.econbiz.de/10011546123
Saved in:
41
Role of value for money and service quality on behavioural intention : a study of full service and low cost airlines
Rajaguru, Rajesh
- In:
Journal of air transport management
53
(
2016
),
pp. 114-122
Persistent link: https://www.econbiz.de/10011546135
Saved in:
42
The impact of an aircraft's service environment on perceptions of in-flight food quality
Messner, Wolfgang
- In:
Journal of air transport management
53
(
2016
),
pp. 123-130
Persistent link: https://www.econbiz.de/10011546137
Saved in:
43
Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety
Thongchai Jeeradist
;
Natcha Thawesaengskulthai
; …
- In:
Journal of air transport management
53
(
2016
),
pp. 131-139
Persistent link: https://www.econbiz.de/10011546142
Saved in:
44
Quality risk assessment model for airline services concerning Taiwanese airlines
Hu, Kai-Chieh
;
Hsiao, Man-Wei
- In:
Journal of air transport management
53
(
2016
),
pp. 177-185
Persistent link: https://www.econbiz.de/10011546508
Saved in:
45
Key drivers of passenger loyalty : a case of Frankfurt-Istanbul flights
Calisir, Nese
;
Basak, Ecem
;
Calisir, Fethi
- In:
Journal of air transport management
53
(
2016
),
pp. 211-217
Persistent link: https://www.econbiz.de/10011546513
Saved in:
46
The influence of tourists' expectations on purchase intention : linking marketing strategy for low-cost airlines
Chiu, Su-Chin
;
Liu, Chih-Hsing
;
Tu, Jin-Hua
- In:
Journal of air transport management
53
(
2016
),
pp. 226-234
Persistent link: https://www.econbiz.de/10011546530
Saved in:
47
Investigating the effects of service recovery quality elements on passengers' behavioral intention
Park, Jin-Ju
;
Park, Jin-Woo
- In:
Journal of air transport management
53
(
2016
),
pp. 235-241
Persistent link: https://www.econbiz.de/10011546542
Saved in:
48
An exploratory examination of additional ground access trips generated by airport 'meeter-greeters'
Budd, Thomas
- In:
Journal of air transport management
53
(
2016
),
pp. 242-251
Persistent link: https://www.econbiz.de/10011546547
Saved in:
49
Service quality and non-salary mechanism for airline companies in Taiwan
Hu, Jin-li
;
Ho, Chien-Wei
- In:
Journal of air transport management
55
(
2016
),
pp. 61-66
Persistent link: https://www.econbiz.de/10011547803
Saved in:
50
Airport security and screening satisfaction : a case study of U.S.
Sakano, Ryoichi
;
Obeng, Kofi
;
Fuller, K.
- In:
Journal of air transport management
55
(
2016
),
pp. 129-138
Persistent link: https://www.econbiz.de/10011547831
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