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Keywords: Airline service quality
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Journal Articles
A Kano model for customer-centric service attributes for airlines in the post-pandemic world
Available to Purchase
Journal:
American Journal of Business
American Journal of Business (2026) 41 (3): 155–172.
Published: 12 June 2026
.... On the other hand, regardless of the COVID-19 pandemic, airline passengers consistently prioritized air safety and proper baggage handling when evaluating airline service quality and choosing an airline. Originality/value This article is one of the first attempts to compare pandemic and post-pandemic...
