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Passenger complaints under irregular airline conditions – cross-cultural study

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  • Kim, Yu-Kyoung
  • Lee, Hyung-Ryong

Abstract

Punctuality is seen as key component of airline service quality. This paper examines cross-cultural differences in passenger complaints regarding irregular airline conditions. Analysis of four clusters of air travelers in South Korea – from South Korea, Japan, China, and America – exhibit significantly differences in their attitudes suggestion important cultural variations.

Suggested Citation

  • Kim, Yu-Kyoung & Lee, Hyung-Ryong, 2009. "Passenger complaints under irregular airline conditions – cross-cultural study," Journal of Air Transport Management, Elsevier, vol. 15(6), pages 350-353.
    • Handle: RePEc:eee:jaitra:v:15:y:2009:i:6:p:350-353
    DOI: 10.1016/j.jairtraman.2008.11.007
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    References listed on IDEAS

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    1. Forbes, Silke J., 2008. "The effect of air traffic delays on airline prices," International Journal of Industrial Organization, Elsevier, vol. 26(5), pages 1218-1232, September.
    2. Weber, Karin & Sparks, Beverley, 2004. "Consumer attributions and behavioral responses to service failures in strategic airline alliance settings," Journal of Air Transport Management, Elsevier, vol. 10(5), pages 361-367.
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    Cited by:

    1. Hvass, Kristian A. & Torfadóttir, Embla, 2014. "Spatially dispersed employee recovery: An airline case study," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 65-69.
    2. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
    3. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.

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