Chang, Wei-Lung; Liu, Hsiang-Te; Wen, Yung-Sung; Lin, Tai-An - In: Journal of Air Transport Management 14 (2008) 2, pp. 70-74
There are increasing numbers of complaints by passengers regarding the quality of air services. This paper looks at the ways in which complaints are dealt with and the degree to which unsatisfactory experiences are reported and the ways in which they are handled. A survey conducted at Taoyuan...
