The behavioral consequences of repeated flight delays

Author:

Ferrer Juan-Carlos,Rocha e Oliveira Paulo,Parasuraman A.

Publisher

Elsevier BV

Subject

Law,Management, Monitoring, Policy and Law,Strategy and Management,Transportation

Reference11 articles.

1. Managing customer experiences: perspectives on the temporal aspects of service encounters;Bitran;Manufacturing and Service Operations Management,2008

2. A dynamic model of the duration of the customer’s relationship with a continuous service provider: the role of satisfaction;Bolton;Marketing Science,1998

3. An equity model of consumer responses to waiting time;Goodwin;Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,1991

4. Matching as an econometric estimator: evidence from evaluating a job-training programme;Heckman;The Review of Economic Studies,1997

5. Prospect theory: an analysis of decision under risk;Kahneman;Econometrica,1979

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