Despite the claim that artificial intelligence (AI) has the potential to increase efficiency in and
for airlines, current literature is limited concerning models and frameworks to assess AI …

In this study, app store reviews from two major micromobility companies are investigated
using machine learning techniques to identify the factors that influence rider satisfaction. The …

Purpose In practice and in literature, logistics service quality is one of the key concepts in
any service industry, including airlines. However, the breadth of content and the inconsistent …

Coronavirus outbreak has been highly disruptive for aviation sector. There is strong
correlation between COVID-19 related news, volatility in transportation, low confidence in …

The generally accepted view among managers and researchers is that the greater the
severity of a service failure, the greater the resulting impact on customer satisfaction and …

Customers increasingly consult opinions expressed online before making their final
decisions. However, inherent factors such as culture may moderate the criteria and the …

This paper examines the key factors that determine business traveler loyalty toward full-
service airlines in China. Based on literature review and panel interview, ten airline …

This paper focuses on studying the relationship between customer satisfaction, measured by
customer complaints, and the service quality of Chinese carriers. By using a quarterly …

Abstract Service quality has become an important area for competition among Chinese
carriers. This paper focuses on studying the relationship between customer satisfaction …

Purpose The purpose of this paper is to study the nonlinear impact of quality dimensions of
third-party logistics (3PL) services on customer satisfaction and loyalty …