... their offerings. The extant literature examines airline passengers' expectations in isolation, neglecting the overall impact of online reviews on service quality improvement. This paper systematically evaluates the airline industry's passengers' expectations and satisfaction using expectation confirmation theory...

...Sanna Pekkola; Juhani Ukko Purpose – The purpose of this paper is threefold: first, to evaluate how the service process of the market leader differs from the other actors’ processes and whether the service process explains the success of the market leader; second, to identify the success factors...

... of successful partner selection for benchmarking, multi‐attribute decision‐making tools are recommended. Explains how to use graphical techniques in order to evaluate the best practice among the potential candidates for benchmarking. With this background in mind, this paper aims to present some generic...