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Review of Scoping Studies on Service Quality, Customer Satisfaction and Customer Loyalty in the Airline Industry

Author

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  • Harith Yas Khudhair
  • Ahmad Jusoh
  • Abbas Mardani
  • Khalil Md Nor
  • Dalia Streimikiene

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Suggested Citation

  • Harith Yas Khudhair & Ahmad Jusoh & Abbas Mardani & Khalil Md Nor & Dalia Streimikiene, 2019. "Review of Scoping Studies on Service Quality, Customer Satisfaction and Customer Loyalty in the Airline Industry," Contemporary Economics, Vizja University, vol. 13(4), December.
    • Handle: RePEc:wyz:journl:id:585
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    References listed on IDEAS

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    1. Dolnicar, Sara & Grabler, Klaus & Grün, Bettina & Kulnig, Anna, 2011. "Key drivers of airline loyalty," Tourism Management, Elsevier, vol. 32(5), pages 1020-1026.
    2. Tamilla Curtis & Dawna L. Rhoades & Blaise P. Waguespack Jr., 2012. "Satisfaction with airline service quality: familiarity breeds contempt," International Journal of Aviation Management, Inderscience Enterprises Ltd, vol. 1(4), pages 242-256.
    3. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    4. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    5. Reich, Michael & Gordon, David M & Edwards, Richard C, 1973. "A Theory of Labor Market Segmentation," American Economic Review, American Economic Association, vol. 63(2), pages 359-365, May.
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    Cited by:

    1. Yaghoub Abdi & Xiaoni Li & Xavier Càmara-Turull, 2023. "Firm value in the airline industry: perspectives on the impact of sustainability and Covid-19," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-24, December.
    2. Ogunjimi, Ayotunde & Rahman, Mizan & Islam, Nazrul & Hasan, Rajibul, 2021. "Smart mirror fashion technology for the retail chain transformation," Technological Forecasting and Social Change, Elsevier, vol. 173(C).

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