...Vitiana L'Abate; Benedetta Esposito; Nicola Raimo; Daniela Sica; Filippo Vitolla Purpose Although there is a growing body of literature on circular economy disclosure (CED), certain sectors, including the airline industry, remain underexplored despite the particular relevance of circular models...

...Dalia Suham-Abid; Natalia Vila-Lopez Purpose The purpose of this paper is to analyze differences in airlines service quality perceptions (service content) and visual communication styles (service form) between passengers from a high-context (HC) culture (Iraq) and from a low-context (LC) one...

...David Muturi and Jackline Sagwe; Juliet Namukasa Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this, the research was guided by four specific objectives to which data collection was effected...

..., and British Airways′ “service fail points”, which occur where customer expectations are not met. As a result, new performance indicators and guidelines for station and ground staff are developed. © MCB UP Limited 1992 Airlines Benchmarking Competitiveness Customer service Customer satisfaction...