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Service Quality And Customer Satisfaction In Air Transportation

Author

Listed:
  • Papageorgiou Í. Athina

    (Tourism and Hospitality Management, TEI of Athens, Greece)

Abstract

Air travel is a tourism product with high demand; this results in a strong competition among airlines leading the air travel industry...

Suggested Citation

  • Papageorgiou Í. Athina, 2016. "Service Quality And Customer Satisfaction In Air Transportation," Tourism Research Institute, Journal of Tourism Research, vol. 15(1), pages 3-20, June.
    • Handle: RePEc:jtr:journl:v:15:y:2016:i:1:p:3-20
    as

    Download full text from publisher

    File URL: http://indexing.jotr.eu/Jotr/Volume15/V15-1.pdf
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    References listed on IDEAS

    as
    1. Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
    2. Fourie, Colette & Lubbe, Berendien, 2006. "Determinants of selection of full-service airlines and low-cost carriers—A note on business travellers in South Africa," Journal of Air Transport Management, Elsevier, vol. 12(2), pages 98-102.
    3. Jones, Michael A. & Mothersbaugh, David L. & Beatty, Sharon E., 2002. "Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes," Journal of Business Research, Elsevier, vol. 55(6), pages 441-450, June.
    4. Chang, Yu-Hern & Yeh, Chung-Hsing, 2002. "A survey analysis of service quality for domestic airlines," European Journal of Operational Research, Elsevier, vol. 139(1), pages 166-177, May.
    5. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    aircraft; flight schedule; Ticket price and payment policy; air-travel product;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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    Access and download statistics

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