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.
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). https://doi.org/10.15394/ijaaa.2019.1317