Service recovery in the airline industry: A cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel

Managing Service Quality: An International Journal

Volumn 14, Issue 1, 2004, Pages 11-25

  Lorenzoni, Natalia ^a   Lewis, Barbara R ^a  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

Author keywords

Air transport; Airlines; Cross cultural studies; Italy; Service failures; United Kingdom

Indexed keywords

EID: 84993083598     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520410513640     Document Type: Review

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