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The human element in airline service quality: contact personnel and the customer

Babbar, Sunil; Koufteros, Xenophon - In: International Journal of Operations & Production Management 28 (2008) 9, pp. 804-830

Purpose – The purpose of this paper is to examine empirically the dimension of personal touch and its elements of individual attention, helpfulness, courtesy, and promptness as determinants of customer satisfaction for passenger airlines. Design/methodology/approach – Survey data from 437...

Persistent link: https://www.econbiz.de/10014789982

A paradigm for examining second-order factor models employing structural equation modeling

Koufteros, Xenophon; Babbar, Sunil; Kaighobadi, Mehdi - In: International journal of production economics 120 (2009) 2, pp. 633-652

Persistent link: https://www.econbiz.de/10003888531

Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?

Koufteros, Xenophon; Droge, Cornelia; Heim, Gregory; … - In: Decision sciences : DS 45 (2014) 1, pp. 5-48

Persistent link: https://www.econbiz.de/10010344823

Expanding the quality paradigm for contemporary realignment : an ethics perspective

Babbar, Sunil; Koufteros, Xenophon; Jayaram, Jayanth - In: International journal of services and operations management 12 (2012) 3, pp. 309-331

Persistent link: https://www.econbiz.de/10009574592