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

Donna Roberts; John C Griffith

doi:10.15394/ijaaa.2019.1317

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

Donna Roberts, John C Griffith

College of Arts & Sciences

Research output: Contribution to journal › Article › peer-review

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

Original language	American English
Journal	Default journal
Volume	6
DOIs	https://doi.org/10.15394/ijaaa.2019.1317
State	Published - Jan 1 2019

Keywords

Soutwest
Ryanair
airline customer service
Southwest
Airline Customer Satisfaction
Expectation Confirmation Theory

Disciplines

Business
Social and Behavioral Sciences

Access to Document

10.15394/ijaaa.2019.1317License: CC BY

A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation ManagementFinal published version, 1.05 MBLicense: CC BY
Published IJAAA - A Tale of Two Airlines_ A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management.pdfFinal published version, 969 KBLicense: CC BY-NC-SA
A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation ManagementFinal published version, 1.05 MBLicense: CC BY

Cite this

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

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AB - 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

KW - Soutwest

KW - Ryanair

KW - airline customer service

KW - Southwest

KW - Airline Customer Satisfaction

KW - Expectation Confirmation Theory

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DO - 10.15394/ijaaa.2019.1317

M3 - Article

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JO - Default journal

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

Abstract

Keywords

Disciplines

Access to Document

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Cite this