Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures

Managing Service Quality

Volumn 19, Issue 1, 2009, Pages 106-134

  Sum Chau, Vinh ^a   Kao, Yu Ying ^a  

^a UNIVERSITY OF EAST ANGLIA   (United Kingdom)

Author keywords

Airlines; Customer satisfaction; Customer services quality; Performance management; SERVQUAL

Indexed keywords

EID: 59949100926     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520910926836     Document Type: Article

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