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Research article

First published 2018-3

Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

JungHoon (Jay) Lee, Chihyung “Michael” Ok, Seung-Hoon Lee [...]

Journal of Travel Research

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Research article

First published 1996-7

A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationships

David Bejou, BO Edvardsson, James P. Rakowski

Journal of Travel Research

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Research article

First published 2023-12

Putting Diversity Within Reach: The Emirates Airlines Standard

Furkan Arasli, Emmanuella Owens, Yejia Guo [...]

Journal of Hospitality & Tourism Cases: An International Case Journal

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Research article

First published 2011-4

Factors Influencing the Choice of Domestic Airlines in Chandigarh-An Empirical Study

Pardeep Bawa

Asia-Pacific Journal of Management Research and Innovation

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Research article

First published 2019-7

The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction

Xun Xu, Wenhui Liu, Dogan Gursoy

Journal of Travel Research

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Research article

First published 1994-10

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr

Journal of Marketing

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Research article

First published 1990-1

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

Mary Jo Bitner, Bernard H. Booms, Mary Stanfield Tetreault

Journal of Marketing

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Research article

First published 1996-3

Frequent Flyer Programmes: The Beginning of the End?

Allan Beaver

Tourism Economics

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Research article

First published 2002-1

Consumer Trust,Value,and Loyalty in Relational Exchanges

Deepak Sirdeshmukh, Jagdip Singh, Barry Sabol

Journal of Marketing

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Research article

First published 2000-03

Emotional Labour and Sexual Difference in the Airline Industry

Steve Taylor, Melissa Tyler

Work,Employment and Society

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