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ArticleAirline market share and customer service quality: a reference-dependent model

Yoshinori Suzuki2001

Article2001

Airline market share and customer service quality: a reference-dependent model

Yoshinori Suzuki · John E. Tyworth · Robert A. Novack

79 citations·0/0 files stored·Transportation Research Part A Policy and Practice

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Aviation Industry Analysis and Trends Customer Service Quality and Loyalty Consumer Market Behavior and Pricing

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References

1991Loss Aversion in Riskless Choice: A Reference-Dependent Model 1993Modeling Loss Aversion and Reference Dependence Effects on Brand Choice 1991The Dominant-Firm Advantage in Multiproduct Industries: Evidence from the U. S. Airlines 1992Dynamic Effects of the Order of Entry on Market Share, Trial Penetration, and Repeat Purchases for Frequently Purchased Consumer Goods 1995Air carrier demand 1992FREQUENT FLYER PROGRAMS AND BUSINESS TRAVELLERS: AN EMPIRICAL INVESTIGATION /

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2007Asymmetric preference formation in willingness to pay estimates in discrete choice models 2009Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing 2014Service Failure Severity, Customer Satisfaction, and Market Share 2011Deploying effective service strategy in the operations stage of high-speed rail 2015Linking business strategy to service failures and financial performance: Empirical evidence from the U.S. domestic airline industry 2013Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters

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Year2001

Typearticle

Published2001-11-01

VenueTransportation Research Part A Policy and Practice

ISSN-L0965-8564

Languageen

Citations79

Files0 public / 0

ShelfAviation Industry Analysis and Trends

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doi10.1016/s0965-8564(00)00016-1

openalex_workW2083160992

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2010

Applying loss aversion to investigate service quality in logistics

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