Airline Service Failures : A study on relationships between lack of control, emotions, and negative word-of-mouth
Service failure within the airline industry has been a prominent topic within the media. Each story of a failure features a disgruntled passenger. Emotions are already high during the consumption of any airline service, and a service failure will bring on а slew of unwanted emotions. The purpose of...
| Main Authors: | , , |
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| Format: | Others |
| Language: | English |
| Published: |
Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Företagsekonomi
2018
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| Subjects: | |
| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-40018 |