| Автор | Elliott, Kevin M. |
| Автор | Roach, David W. |
| Дата выпуска | 1993 |
| dc.description | This article identifies a phenomenon that may be in- fluencing passengers' evaluation of airline carriers. The results of this study suggest that consumers may systematically distort their evaluation of airlines. Perceptions about service quality attributes are seemingly influenced more by factors internal to the individual than by the actual attributes available for observation. Implications are also identXed that may aid airline executives to address the com- plex, yet critical issue of "systematic distortion." |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Название | Service Quality in the Airline Industry |
| Тип | research-article |
| DOI | 10.1300/J090v09n02_06 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 9 |
| Первая страница | 71 |
| Последняя страница | 82 |
| Аффилиация | Roach, David W.; Assistant Professor, School of Business, Arkansas Tech University, Russellville, AR, 72801 |
| Выпуск | 2 |
