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dc.contributor.authorWeber, Karinen_US
dc.contributor.authorSparks, Beverleyen_US
dc.date.accessioned2017-05-03T16:59:58Z
dc.date.available2017-05-03T16:59:58Z
dc.date.issued2004en_US
dc.date.modified2009-12-09T07:42:23Z
dc.identifier.issn09696997en_US
dc.identifier.doi10.1016/j.jairtraman.2004.06.004en_AU
dc.identifier.urihttp://hdl.handle.net/10072/27252
dc.description.abstractThe paper expands on previous research by examining customer evaluations in settings other than single firm customer-individual service provider settings. Findings of in-depth interviews with frequent flyers provide insights into their attributions and likely behavioral responses to different types of service failures in an airline alliance setting. This highlights potential negative repercussions for an airline resulting from its affiliation with an alliance and its partner airlines. It demonstrates likely problems for airlines in an alliance that can be negatively affected by a service failure of a partner airline, first via a negative evaluation and consequently, by customer dissatisfaction, negative word-of-mouth and ultimately, reduced loyalty.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_AU
dc.languageEnglishen_US
dc.language.isoen_AU
dc.publisherPergamonen_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofpagefrom361en_US
dc.relation.ispartofpageto367en_US
dc.relation.ispartofissue5en_US
dc.relation.ispartofjournalJournal of Air Transport Managementen_US
dc.relation.ispartofvolume10en_US
dc.subject.fieldofresearchMulti-Disciplinaryen_US
dc.subject.fieldofresearchcode999999en_US
dc.titleConsumer attributions and behavioral responses to service failures in strategic airline alliance settingsen_US
dc.typeJournal articleen_US
dc.type.descriptionC1 - Peer Reviewed (HERDC)en_US
dc.type.codeC - Journal Articlesen_US
gro.date.issued2004
gro.hasfulltextNo Full Text


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