Sökning: "Martina Bankova"

Hittade 1 uppsats innehållade orden Martina Bankova.

  1. 1. Airline Service Failures : A study on relationships between lack of control, emotions, and negative word-of-mouth

    Kandidat-uppsats, Högskolan i Jönköping/IHH, Företagsekonomi

    Författare :Martina Bankova; Abigail Burkle; Hai Ly Vu; [2018]
    Nyckelord :Service Failure; Airlines; Negative word-of-mouth;

    Sammanfattning : Service failure within the airline industry has been a prominent topic within the media. Each story of a failure features a disgruntled passenger. Emotions are already high during the consumption of any airline service, and a service failure will bring on а slew of unwanted emotions. LÄS MER