Article
A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management
International Journal of Aviation, Aeronautics, and Aerospace
Publication Date
1-1-2019
Disciplines
Abstract
Does customer service - good or bad - really matter? Customer surveys from Ryanair and Southwest Airline passengers were examined to determine their perceptions regarding customer service for the period of 2012-2013. Southwest Airlines (n=149) was rated significantly higher than Ryanair (n=165) in overall rating (p=.0228), seat comfort (p
Acknowledgements
We would like to acknowledge the support of Embry-Riddle Aeronautical University for providing funding for travel and software in support of this research.
Citation Information
Donna Roberts and John C Griffith. "A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management" (2019) Available at: http://works.bepress.com/john_griffith/109/