A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management

Published 2019-01-01 From Embry-Riddle Aeronautical University 2 authors

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Attribution

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Abstract

Verbatim from Embry-Riddle Scholarly Commons. Not paraphrased, not summarized.

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 ↗