Does ethnocentrism work? Evaluating the effect of airlines service recovery strategies on airline brand equity

The study aims to investigate how corporate social responsibility (CSR), service recovery effort, severity of service failure, and ethnocentrism affect service recovery satisfaction and airline brand equity among Malaysia Airlines passengers. Additionally, it explores how ethnocentrism moderates the...

Πλήρης περιγραφή

Λεπτομέρειες βιβλιογραφικής εγγραφής

Κύριοι συγγραφείς:	Nor Asiah Omar, Nur Aqilah Hazirah Mohd Anim, Taslima Jannat, Muhamad Azrin Nazri, Syed Shah Alam, Hafizah Omar Zaki
Μορφή:	Artigo
Γλώσσα:	Inglês
Έκδοση:	Taylor & Francis Group 2025-12-01
Σειρά:	Cogent Business & Management
Θέματα:	Airlines service recovery brand equity ethnocentrism severity of service failure corporate social responsibility passenger satisfaction
Διαθέσιμο Online:	https://www.tandfonline.com/doi/10.1080/23311975.2024.2433709
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