Do service expectations when flying long haul differ between consumers of different nationalities? A Cross Cultural study on four British Commonwealth countries (United Kingdom, Singapore, Australia and New Zealand)
The airline industry plays a major role in today's global economy (Heracleous, Wirtz, & Pangarkar, 2006; Tiernan et al., 2008). The airline industry is very customer-focused, thus delivering high quality service has become a requirement. However, with recent global and national economic pro...
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| Format: | Others |
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Auckland University of Technology,
2012-05-20T22:33:20Z.
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| Online Access: | Get fulltext |