-
2
-
-
0034125147
-
Pre-bookable services in the chartered airline industry: increasing satisfaction through differentiation
-
Dennett C., Ineson E.M., Stone G.J., and Colgate M. Pre-bookable services in the chartered airline industry: increasing satisfaction through differentiation. Service Industries Journal 20 (2000) 82-94
-
(2000)
Service Industries Journal
, vol.20
, pp. 82-94
-
-
Dennett, C.1
Ineson, E.M.2
Stone, G.J.3
Colgate, M.4
-
3
-
-
0032220926
-
Defensive strategies for managing satisfaction and loyalty in the service industry
-
Dube L., and Maute M.F. Defensive strategies for managing satisfaction and loyalty in the service industry. Psychology and Marketing 15 (1998) 775-791
-
(1998)
Psychology and Marketing
, vol.15
, pp. 775-791
-
-
Dube, L.1
Maute, M.F.2
-
4
-
-
1542649935
-
Quality of services: lessons from the product sector
-
Surprenant C. (Ed), American Marketing Association, Chicago
-
Gummesson E., and Gronroos C. Quality of services: lessons from the product sector. In: Surprenant C. (Ed). Add Value to Your Service (1988), American Marketing Association, Chicago
-
(1988)
Add Value to Your Service
-
-
Gummesson, E.1
Gronroos, C.2
-
5
-
-
84986082086
-
Customer satisfaction with services: putting perceived value into the equation
-
McDougall G.H., and Levesque T. Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing 14 (2000) 392-410
-
(2000)
Journal of Services Marketing
, vol.14
, pp. 392-410
-
-
McDougall, G.H.1
Levesque, T.2
-
7
-
-
0002583781
-
Service quality and customer loyalty in the commercial airline industry
-
Ostrowski P.L., O'Brien T.V., and Gordon G.L. Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research 32 (1993) 16-24
-
(1993)
Journal of Travel Research
, vol.32
, pp. 16-24
-
-
Ostrowski, P.L.1
O'Brien, T.V.2
Gordon, G.L.3
-
8
-
-
34249845844
-
Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers
-
Park J.W., Robertson R., and Wu C.L. Investigating the effects of airline service quality on airline image and passengers' future behavioural intentions: findings from Australian international air passengers. The Journal of Tourism Studies 16 (2005) 2-11
-
(2005)
The Journal of Tourism Studies
, vol.16
, pp. 2-11
-
-
Park, J.W.1
Robertson, R.2
Wu, C.L.3
-
9
-
-
0003821850
-
-
Harvard Business School Press, Cambridge, MA
-
Reichheld F.F. The Loyalty Effect (1990), Harvard Business School Press, Cambridge, MA
-
(1990)
The Loyalty Effect
-
-
Reichheld, F.F.1
-
10
-
-
33749011502
-
Pricing and differentiation strategies
-
Stern A.A. Pricing and differentiation strategies. Planning Review 17 (1989) 30-34
-
(1989)
Planning Review
, vol.17
, pp. 30-34
-
-
Stern, A.A.1
-
11
-
-
84986173328
-
Determinants of customer-perceived service quality: a confirmatory factor analysis approach
-
Sureshchandar G.S., Rajendran C., and Anantharaman R.N. Determinants of customer-perceived service quality: a confirmatory factor analysis approach. Journal of Services Marketing 16 (2002) 9-34
-
(2002)
Journal of Services Marketing
, vol.16
, pp. 9-34
-
-
Sureshchandar, G.S.1
Rajendran, C.2
Anantharaman, R.N.3
|