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AIRLINE SERVICE FAILURE AND RECOVERY: THE IMPACT OF RELATIONSHIP FACTORS ON CUSTOMER SATISFACTION
The Journal of Air Transport Studies (JATS)
In aviation industries, service failure during the service delivery process is foreseeable and leads to passenger complaints, which therefore presents the perfect opportunity for airlines to improve their service process and quality and examine their internal organization. Concurrently, the quality of the service recovery measures reflects the ability of airlines to respond to and handle traveler complaints. By rectifying service failures, airlines can enhance traveler satisfaction towarddoi:10.38008/jats.v7i2.48 fatcat:mblccscxabbehmmxb54fhpajlu