Sim, Khim Ling; Song, Chang Joon; Killough, Larry N. - In: Advances in management accounting : Volume 18, (pp. 27-53). 2010
This study on the airline industry covers the period from 1990 to 2006 and finds that “complaints” is a leading indicator of future financial performance as measured by return on sales (ROS) one-quarter ahead. Results also indicate that this effect persists into longer-term future...
