Customer service 2.0: The Effect of Ryanair's Policy Change
<p>Customer perceptions of Ryanair and Southwest were evaluated to compare two data periods; 2012-13 and 2016-17 to determine differences in passenger perceptions between and within airlines. Quantitative data and open area comments were analyzed. A replication of a previous study for 2016-17 data i...
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| Principais autores: | , |
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| Formato: | Artigo |
| Idioma: | Inglês |
| Publicado em: |
Embry-Riddle Aeronautical University
2021-01-01
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| coleção: | International Journal of Aviation, Aeronautics, and Aerospace |
| Assuntos: | |
| Acesso em linha: | https://commons.erau.edu/ijaaa/vol8/iss2/5 |
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