Abstract The article presents the results of an empirical study of critical incidents in a Swedish airline. The discussion is based on interviews with 320 customers and 80 airline employees. The study focuseson negative critical incidents in the relations between the service provider and business passengers using the Critical Incident Technique (CIT).


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    Titel :

    Service Break-Downs a Study of Critical Incidents in an Airline


    Beteiligte:
    Edvardsson, Bo (Autor:in)


    Erscheinungsdatum :

    2014-11-06


    Format / Umfang :

    5 pages





    Medientyp :

    Aufsatz/Kapitel (Buch)


    Format :

    Elektronische Ressource


    Sprache :

    Englisch




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