Abstract
Does customer service - good or bad - really matter? Customer surveys from Ryanair and Southwest Airline passengers were examined to determine their perceptions regarding customer service for the period of 2012-2013. Southwest Airlines (n=149) was rated significantly higher than Ryanair (n=165) in overall rating (p=.0228), seat comfort (p
Acknowledgements
We would like to acknowledge the support of Embry-Riddle Aeronautical University for providing funding for travel and software in support of this research.
Scholarly Commons Citation
Roberts, D.,
&
Griffith, J. C.
(2019).
A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management.
International Journal of Aviation, Aeronautics, and Aerospace,
6(2).
DOI: https://doi.org/10.15394/ijaaa.2019.1317
