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Träfflista för sökning "L773:0047 2875 srt2:(1996-1999)"

Search: L773:0047 2875 > (1996-1999)

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  • Bejou, D, et al. (author)
  • A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationshiops : The Case of Swedish and U.S. Airlines
  • 1996
  • In: Journal of Travel Research. - : SAGE Publications. - 0047-2875 .- 1552-6763. ; 35:1, s. 35-40
  • Journal article (peer-reviewed)abstract
    • This article presents the results of empirical studies of critical incidents in airline services in Sweden and the United States. The main aim is to describe and analyze service break downs from the customer's point of view and thus create a basis for crisis management. The aim is also to compare Sweden, a monopoly market, with the United States, a market with keen competition in airline services. The discussion is based on personal interviews with 320 customers and 80 airline employees in Sweden and 241 customers and 100 employees in the United States. The study focuses on negative critical incidents in the relations between the service provider and business passengers
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  • Result 1-1 of 1
Type of publication
journal article (1)
Type of content
peer-reviewed (1)
Author/Editor
Edvardsson, Bo (1)
Bejou, D (1)
Rakowski, R.P. (1)
University
Karlstad University (1)
Language
English (1)
Research subject (UKÄ/SCB)
Social Sciences (1)
Year
1996 (1)

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