Anzeige
Erschienen in:
2015 | OriginalPaper | Buchkapitel
Service Quality, Customer Satisfaction, Value and Loyalty An Empirical Investigation In A Service Failure Context
verfasst von : Nicholas G. Paparoidamis, Ruben Chumpitaz, John Ford
Erschienen in: Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…
Verlag: Springer International Publishing
Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.
Wählen Sie Textabschnitte aus um mit Künstlicher Intelligenz passenden Patente zu finden. powered by
Markieren Sie Textabschnitte, um KI-gestützt weitere passende Inhalte zu finden. powered by
It is widely acknowledged that well-designed customer-service programs enhance customer satisfaction, customer retention, market share, revenue, and profits. These issues are of particular importance in the airline industry, in which the delivery of high-quality service to passengers has been shown to be essential. However, although the link between airline service quality and passenger satisfaction has been established empirically, the exact nature of the relationships that exist among the constructs of airline service quality, passenger satisfaction, and loyalty remains unclear (Park
et al.
, 2004).