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Browsing Research Articles (Marketing Management) by Subject "Airline passengers"

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The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study

Mostert, P.G. (Pierre); De Meyer, C.F.; Van Rensburg, L.R.J. (College of Economic and Management Sciences, University of South Africa, 2009)

Service failures and the subsequent service recovery eff orts of an organisation can have a profound eff ect on customers’ satisfaction with an organisation as well as on the quality of the relationship with the ...

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