A critical incident approach to examining the effects of service failures on customer relationships: The case of Swedish and U.S. airlines

Journal of Travel Research

Volumn 35, Issue 1, 1996, Pages 35-40

  Bejou, David ^a   Edvardsson, Bo ^b   Rakowski, James P ^c  

^a UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

^b KARLSTAD UNIVERSITY   (Sweden)

^c UNIVERSITY OF MEMPHIS   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0002392556     PISSN: 00472875     EISSN: None     Source Type: Journal    
DOI: 10.1177/004728759603500106     Document Type: Article

References (24)

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