Passenger complaints under irregular airline conditions - cross-cultural study

Punctuality is seen as a 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 suggesting important cultural variations.


  • English

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  • Accession Number: 01142796
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Oct 2 2009 2:24PM