|
[1] Martín, J. C., C. Román, and R. Espino. Evaluating Frequent Flyer Programs from the Air Passengers’ Perspective. Journal of Air Transport Management, 2011;17:364–368.
|
|
[2] Gronroos, C. Adopting a Service Logic for Marketing. Marketing Theory, 2006;6:317–333.
|
|
[3] Zaibaf, M., F. Taherikia, and M. Fakharian. Effect of Perceived Service Quality on Customer Satisfaction in Hospitality Industry: Gronroos’ Service Quality Model Development. Journal of Hospitality Marketing & Management, 2013;22:490–504.
|
|
[4] Adikariwattage, V., A.G. de Barros, S.C. Wirasinghe, and J. Ruwanpura. Airport Classification Criteria Based on Passenger Characteristics and Terminal Size. Journal of Air Transport Management, 2012;24:36–41.
|
|
[5] Johnston, R. Service Operations Management. Service Management, 2008; 1016: 263-269.
|
|
[6] Jou. R.C., S.H. Lam, D.A. Hensher, C.C. Chen, and C.W. Kuo. The Effect of Service Quality and Price on International Airline Competition. Transportation Research Part E: Logistics and Transportation Review, 2008;44:580–592.
|
|
[7] Flint, D.J., E. Larsson, B. Gammelgaard, and J.T. Mentzer. Logistics Innovation: a Customer Value-Oriented Social Process. Journal of Business Logistics, 2005;26:113–147.
|
|
[8] Gustafsson, A., M.D. Johnson, and I. Roos. The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 2005;69:210–218.
|
|
[9] Johnston, R. The Determinants of Service Quality - Satisfiers and Dissatisfiers. International Journal of Service Industry Management, 1995;6:53–71.
|
|
[10] Huysamen, G.K. Coefficient Alpha: Unnecessarily Ambiguous; Unduly Ubiquitous. Journal of Industrial Psychology, 2006;32:34–40.
|
|
[11] Parasuraman, A., L. Berry, A. Parasuraman, and L. Berry. Refinement and Reassessment of the Servqual Scale. Journal of Retailing, 2004:420-450.
|
|
[12] Scott, W., M. Erkoc, and J.Sharit. Assessment of Airport Air Side Performability from the Perspective of the Consumer. International Journal of Performability Engineering, 2011; 7(2): 121-136.
|