Show simple item record

dc.contributor.authorWeber, Karin
dc.contributor.authorSparks, Beverley
dc.contributor.editorK. Button and S. Morrison
dc.date.accessioned2017-05-03T12:03:46Z
dc.date.available2017-05-03T12:03:46Z
dc.date.issued2004
dc.identifier.issn09696997
dc.identifier.doi10.1016/j.jairtraman.2004.06.004
dc.identifier.urihttp://hdl.handle.net/10072/5365
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.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier - Pergamon
dc.publisher.placeUnited Kingdom
dc.relation.ispartofpagefrom361
dc.relation.ispartofpageto367
dc.relation.ispartofedition2004
dc.relation.ispartofjournalJournal of air transport managment
dc.relation.ispartofvolume10
dc.subject.fieldofresearchUrban and regional planning
dc.subject.fieldofresearchTransportation, logistics and supply chains
dc.subject.fieldofresearchcode3304
dc.subject.fieldofresearchcode3509
dc.titleCustomer attributions and behavioural responses to service failures in strategic airline alliance settings
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2015-05-05T05:04:26Z
gro.hasfulltextNo Full Text
gro.griffith.authorSparks, Beverley A.


Files in this item

FilesSizeFormatView

There are no files associated with this item.

This item appears in the following Collection(s)

  • Journal articles
    Contains articles published by Griffith authors in scholarly journals.

Show simple item record