A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management
Embry-Riddle Scholarly Commons · Journal article (IJAAA) · oai:commons.erau.edu:ijaaa-1317 · Published 2019-01-01 · Embry-Riddle Aeronautical University · 2 authors
Abstract and citation only, verbatim from Embry-Riddle Scholarly Commons; full text lives there. All credit to the authors and Embry-Riddle Aeronautical University.
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
Authors
- Roberts, Donna Embry-Riddle Aeronautical University
- Griffith, John C Embry-Riddle Aeronautical University
Keywords
- Soutwest
- Ryanair
- airline customer service
- Business
- Social and Behavioral Sciences
Citation
Roberts, Donna, Griffith, John C (2019). A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management. Embry-Riddle Aeronautical University. Embry-Riddle Scholarly Commons ID oai:commons.erau.edu:ijaaa-1317. https://commons.erau.edu/ijaaa/vol6/iss2/4 ↗