Service failure and recovery in UK airlines
This research has focused on the service failure and recovery of the Airline industry and the impact that has on customer satisfaction along with the task to identify optimal recovery strategies. It has identified 22 Failure types that occurred during service failure and has expanded the understandi...
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University of Salford
2016
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| Online Access: | https://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.714245 |