Abstract
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).
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© 2015 Academy of Marketing Science
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Paparoidamis, N.G., Chumpitaz, R., Ford, J. (2015). Service Quality, Customer Satisfaction, Value and Loyalty An Empirical Investigation In A Service Failure Context. In: Robinson, L. (eds) Marketing Dynamism & Sustainability: Things Change, Things Stay the Same…. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-10912-1_55
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DOI: https://doi.org/10.1007/978-3-319-10912-1_55
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-10911-4
Online ISBN: 978-3-319-10912-1
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