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1. Passenger complaints under irregular airline conditions – cross-cultural study.

Author

Kim, Yu-Kyoung and Lee, Hyung-Ryong

Subjects
AIR travelers, AIRLINE industry, CROSS-cultural studies, PUNCTUALITY, QUALITY of service
Abstract

Abstract: Punctuality is seen as key component of airline service quality. This paper examines cross-cultural differences in passenger complaints regarding irregular airline conditions. Analysis of four clusters of air travelers in South Korea – from South Korea, Japan, China, and America – exhibit significantly differences in their attitudes suggestion important cultural variations. [Copyright &y& Elsevier]

Published
2009
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