1. A service quality model of air travel demand: An empirical study;Abrahams;Transportation Research Part A,1983
2. Alotaibi, K.F., 1992. An empirical investigation of passenger diversity, airline service quality, and passenger satisfaction. Ph.D. Dissertation, Arizona State University
3. The service encounter: Diagnosing favorable and unfavorable incidents;Bitner;Journal of Marketing,1990
4. A longitudinal analysis of the impact of service changes on customer attitude;Bolton;Journal of Marketing,1991
5. Bureau of Transport and Communications Economics, 1992. Quality of service in Australian passenger aviation. Australian Government Publishing Service, Canberra