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Service quality effects on air passenger intentions: a service chain perspective
2012
Transportmetrica
This study divides entire airline services into eight service stages and uses a second-order confirmatory factor analysis (CFA) to constitute service quality and to examine the causal relationships between two consecutive service stages from a service chain perspective. Two conceptual frameworks -overall framework and service chain framework are proposed. The former incorporates the constructs of service quality, sacrifice, servicescape, service value, satisfaction, switching barriers, and
doi:10.1080/18128602.2010.548837
fatcat:ebo45txnpbgvvdusoa2wql7psa