Original paper
Service-orientation of airlines: its impact on service-oriented behaviour of flight attendants and customer loyalty
Volume: 4, Issue: 2, Pages: 174 - 174
Published: Jan 1, 2011
Abstract
The purpose of this study is to investigate the relationship between service-orientation of an airline and the service-oriented behaviour of flight attendants and customer loyalty. This study surveyed 200 flight attendants and 1,000 passengers of a major Korean airline in the ratio of five passengers per flight attendant. Based on the survey results, statistical tools such as structural equation modelling were employed. The results suggest that...
Paper Details
Title
Service-orientation of airlines: its impact on service-oriented behaviour of flight attendants and customer loyalty
Published Date
Jan 1, 2011
Volume
4
Issue
2
Pages
174 - 174
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Notes
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