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

Journal of Travel and Tourism Marketing

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

  Dickinger, Astrid ^a   Bauernfeind, Ulrike ^a  

^a MODUL UNIVERSITY VIENNA   (Austria)

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

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