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A Critical Incident Approach to Examining the Effects of Service Failures on Customer Relationshiops: The Case of Swedish and U.S. Airlines
Department of Marketing at the University of North Carolina-Wilmington.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
Department of Marketing at the University of Memphis in Memphis, Tennessee .
1996 (English)In: Journal of Travel Research, ISSN 0047-2875, Vol. 35, no 1, 35-40 p.Article in journal (Refereed) Published
Abstract [en]

This article presents the results of empirical studies of critical incidents in airline services in Sweden and the United States. The main aim is to describe and analyze service break downs from the customer's point of view and thus create a basis for crisis management. The aim is also to compare Sweden, a monopoly market, with the United States, a market with keen competition in airline services. The discussion is based on personal interviews with 320 customers and 80 airline employees in Sweden and 241 customers and 100 employees in the United States. The study focuses on negative critical incidents in the relations between the service provider and business passengers

Place, publisher, year, edition, pages
1996. Vol. 35, no 1, 35-40 p.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-16525DOI: 10.1177/004728759603500106OAI: oai:DiVA.org:kau-16525DiVA: diva2:590114
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2015-07-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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  • modern-language-association-8th-edition
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More styles
Language
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