Chow, Yuk Ting Hester; Li, C. H.; Mak, Sh-Lun; Li, Shek Ping - In: Journal of industrial engineering and management : JIEM 15 (2022) 4, pp. 587-613
Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance,...