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Keywords: Customer culture
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Journal Articles
Benchmarking: An International Journal (2024) 31 (2): 611–639.
Published: 21 March 2023
... (ECT) and the SERVQUAL framework. The paper analyzes online reviews to examine the relationship between airline service quality attributes and passengers' satisfaction. Design/methodology/approach The SERVQUAL framework was employed to examine the effects of customer culture, the reason...
