The influence of perceived justice on recovery satisfaction in the airline industry
R Matikiti, M Roberts-Lombard… - Journal of African …, 2018 - Taylor & Francis
This study examines the influence of perceived justice on customer satisfaction with service
recovery and on the future behavioral intentions of customers in the airline industry. The …
recovery and on the future behavioral intentions of customers in the airline industry. The …
Severity and controllability of service failures as perceived by passengers in airline industry
PH Desai, MF DE SOUZA - Turkish Economic Review, 2015 - journals.econsciences.com
Service delivery is inherently failure prone. Providing “zero defects” services should be the
desired objective of all service providers, but problems are unavoidable in the service …
desired objective of all service providers, but problems are unavoidable in the service …
Customer service analysis
R Krishnapuram, LV Subramaniam - US Patent 9,118,759, 2015 - Google Patents
BACKGROUND In industry, for example, the manufacturing sector, meth ods such as" six
Sigma'. TQM, etc., have been used for quality improvement. Over the years, in many other …
Sigma'. TQM, etc., have been used for quality improvement. Over the years, in many other …
[PDF][PDF] Turkish Economic Review
PH DESAI - academia.edu
Service delivery is inherently failure prone. Providing “zero defects” services should be the
desired objective of all service providers, but problems are unavoidable in the service …
desired objective of all service providers, but problems are unavoidable in the service …
[PDF][PDF] Expectations of Justice in Complaint Redressal in Airline Industry
F Sousa - 2015 - irgu.unigoa.ac.in
1.1 BACKGROUND: Marketing Research, in general, and Service Marketing Research, in
particular, have long acknowledged the complexity of human social behaviour, especially …
particular, have long acknowledged the complexity of human social behaviour, especially …
[引用][C] Investigating the Effects of Airport Ground Service Innovation on Passengers' Behavioral Intentions: Findings From an International Airport
K Kaewmee