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A Voice in the Skies: Listening to Airline Passenger Preferences
(2016)
This study aims to identify the impact levels and priorities in the service expectations that passengers 'have when identifying a preferred airline. The results are based on probabilities and impacts, and can help airlines ...
Improving service quality in highway passenger transportation: a case study using quality function deployment
(2014)
The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger ...