AbstractThere are increasing numbers of complaints by passengers regarding the quality of air services. This paper looks at the ways in which complaints are dealt with and the degree to which unsatisfactory experiences are reported and the ways in which they are handled. A survey conducted at Taoyuan International Airport, Taiwan, provides the empirical basis for the work.
Building an integrated model of future complaint intentions: The case of Taoyuan International Airport
Journal of Air Transport Management ; 14 , 2 ; 70-74
2007-01-01
5 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch