Where is my suitcase? RFID and airline customer service

Author:

Wyld David C.,Jones Michael A.,Totten Jeffrey W.

Publisher

Emerald

Subject

Marketing

Reference43 articles.

1. AIM Global (2004), “Flying high”,RFID Connections, January, available at: www.aimglobal.org/technologies/rfid/resources/articles/jan04/0401‐bagtag.htm.

2. Anon. (2003), “Luggage tracking trial by Delta Air Lines”,Smart Packaging Journal, July, pp. 6.

3. Anon. (2005), “Hello, Dollies: ABI research sees RFID helping airlines track assets”,ABI Research, 9 February, available at: http://home.businesswire.com/portal/site/google/index.jsp?ndmViewId=news_view&news.

4. Arnfield, R. (2004), “Airlines industry plans global paperless tickets”,Contact Center Today, 7 June 2004. avaliable at: htpp://contact‐center‐today.newsfactor.com/, (accessed 1 November 2004).

5. Service failure and loyalty: an exploratory empirical study of airline customers

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