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


We would like to acknowledge the support of Embry-Riddle Aeronautical University for providing funding for travel and software in support of this research.



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