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Volumn 26, Issue 2, 2009, Pages 156-168

An analysis of corporate e-mail communication as part of airlines' service recovery strategy

Author keywords

Airline industry; Communication quality; Complaint handling; E mail customer service; Mystery study; Service recovery

Indexed keywords


EID: 70450159692     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548400902864651     Document Type: Article
Times cited : (29)

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