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Consumer attributions and behavioral responses to service failures in strategic airline alliance settings

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References

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2000INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation247 cited

2013Service Quality Management in Hospitality, Tourism, and Leisure189 cited

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2010Incorporating disservice analysis to enhance perceived service quality44 cited
2013The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure27 cited
2016Airline co-branded credit cards—An application of the theory of planned behavior25 cited
2022Expectations vs Experience: Managing the Adverse Effects of Service Failures on Customer Satisfaction in the Airline Industry22 cited
2008Passenger complaints under irregular airline conditions – cross-cultural study20 cited
2018Service failure and recovery in technology-based business networks17 cited
2012Consumer Perceived Value of International Networked Services: An Exploratory Study of the Case of Airline Alliance16 cited
2009Airline alliances16 cited
2022Deal or deny: The effectiveness of crisis response strategies on brand equity of the focal brand in co-branding13 cited
2020Perceptions of Customers as Sustained Competitive Advantages of Global Marketing Airline Alliances: A Hybrid Text Mining Approach10 cited
2016Messages in the Bottle: Customers' Reactions to Expertise, Blame, and Compensation After a Severe Cruising Crisis6 cited