Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services

Journal of Air Transport Management

Volumn 16, Issue 6, 2010, Pages 340-342

  Chang, Yu Wei ^a   Chang, Yu Hern ^b  

^a ALETHEIA UNIVERSITY   (Taiwan)

^b NATIONAL CHENG KUNG UNIVERSITY   (Taiwan)

Author keywords

Customer loyalty; Perceived justice; Satisfaction; Service recovery

Indexed keywords

AIRLINE INDUSTRY; CONSUMPTION BEHAVIOR; EMPIRICAL ANALYSIS; NUMERICAL MODEL; RECOVERY;

EID: 77955425766     PISSN: 09696997     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jairtraman.2010.05.001     Document Type: Article

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