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dc.contributor.authorWeber, Karinen_US
dc.contributor.authorSparks, Beverleyen_US
dc.contributor.editorK. Button and S. Morrisonen_US
dc.date.accessioned2017-04-24T09:01:38Z
dc.date.available2017-04-24T09:01:38Z
dc.date.issued2004en_US
dc.identifier.issn09696997en_US
dc.identifier.doi10.1016/j.jairtraman.2004.06.004en_US
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.en_US
dc.description.peerreviewedYesen_US
dc.description.publicationstatusYesen_US
dc.languageEnglishen_US
dc.language.isoen_US
dc.publisherElsevier/Pergamonen_US
dc.publisher.placeUnited Kingdomen_US
dc.relation.ispartofpagefrom361en_US
dc.relation.ispartofpageto367en_US
dc.relation.ispartofedition2004en_US
dc.relation.ispartofjournalJournal of air transport managmenten_US
dc.relation.ispartofvolume10en_US
dc.subject.fieldofresearchcode350508en_US
dc.titleCustomer attributions and behavioural 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.issued2015-05-05T05:04:26Z
gro.hasfulltextNo Full Text


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