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Airline service quality

16 references·16 citing·30 second hopsampled

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1990Zero defections: quality comes to services.5,373 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1991Understanding Customer Expectations of Service1,403 cited
1994Service Quality591 cited
1991Measuring Service Quality in the Travel and Tourism Industry561 cited
1994Improving service quality in America: Lessons learned449 cited
2002A survey analysis of service quality for domestic airlines350 cited
2000International service variants: airline passenger expectations and perceptions of service quality277 cited
1974Economic regulation of domestic air transport;: Theory and policy210 cited
2020Airline Marketing and Management132 cited

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1994Prioritizing the Dimensions of Service Quality98 cited

Cited by

2013Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model64 cited
2016Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety60 cited
2012Service orientation: effectuating business model innovation56 cited
2017Origin and money matter: The airline service quality expectations of international students41 cited
2021Predicting Airline Passenger Satisfaction with Classification Algorithms36 cited
2023Evaluation of passengers' expectations and satisfaction in the airline industry: an empirical performance analysis of online reviews35 cited
2015Benchmarking the service quality of airlines in the United States: an exploratory analysis33 cited
2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study31 cited
2016The impact of an aircraft's service environment on perceptions of in-flight food quality30 cited
2019Airline service quality and economic factors: An ARDL approach on US airlines28 cited
2011Branding satisfaction in the airline industry: A comparative study of Malaysia Airlines and Air Asia26 cited
2019FIPIA with information entropy: A new hybrid method to assess airline service quality26 cited
2017Customer satisfaction of Vietnam Airline domestic service quality25 cited
2022The structural relationship between a low-cost carrier’s service experience, corporate social responsibility, brand love, and reuse intention: The case of Southwest Airlines25 cited
2020Cleaner production practices at company level enhance the desire of employees to have a significant positive impact on society through work24 cited
2011The Effect of Service Failure and Recovery on Airline-Passenger Relationships: A Comparison Between South African and United States Airline Passengers23 cited