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Open access

Research article

First published 2024-4

Customer Responses to Airline Service Failure: Perspectives from Expectation Disconfirmation Theory

Nguyen Ngoc Hien, Nguyen Thanh Long, Vo Tan Liem [...]

Sage Open

Retricted access

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 2018-1

The “Terminal” Effects of Service Failure on Airlines: Examining Service Recovery with Justice Theory

Steven J. Migacz, Suiwen (Sharon) Zou, James F. Petrick

Journal of Travel Research

Retricted access

Research article

First published 2014-11

Service Failure Severity,Customer Satisfaction,and Market Share

Timothy L. Keiningham, Forrest V. Morgeson, Lerzan Aksoy [...]

Journal of Service Research

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Research article

First published 2025-4

Airline Social Media Recovery Satisfaction: Has COVID Changed Everything?

Tripti Ghosh Sharma, Mahima Gupta, Vinu Cheruvil Thomas [...]

Journal of Travel Research

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Research article

First published 2023-4

Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to Complaints with Latent Dirichlet Allocation Algorithm

Levent Çallı, Fatih Çallı

Transportation Research Record: Journal of the Transportation Research Board

Retricted access

Research article

First published 2009-02

The Effect of Preconsumption Mood and Service Recovery Measures On Customer Evaluations and Behavior in a Strategic Alliance Setting

Karin Weber, Beverley Sparks

Journal of Hospitality & Tourism Research

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Research article

First published 2019-10

Impacts of the macro environment on airline performances in southern Africa: Management perspectives

Oswald Mhlanga

Tourism and Hospitality Research

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Research article

First published 2010-5

Impact of Service Failure: The Protective Layer of Customer Relationships

Laszlo Sajtos, Roderick J. Brodie, James Whittome

Journal of Service Research

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Research article

First published 2011-07

Reducing Customer Dissatisfaction: How Important is Learning to Reduce Service Failure?

Michael A. Lapré

Production and Operations Management

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