Building an integrated model of future complaint intentions: The case of Taoyuan International Airport

Wei-Lung Chang, Hsiang-Te Liu, Yung-Sung Wen and Tai-An Lin

Journal of Air Transport Management, 2008, vol. 14, issue 2, 70-74

Abstract: There are increasing numbers of complaints by passengers regarding the quality of air services. This paper looks at the ways in which complaints are dealt with and the degree to which unsatisfactory experiences are reported and the ways in which they are handled. A survey conducted at Taoyuan International Airport, Taiwan, provides the empirical basis for the work.

Keywords: Complain behavior; Taoyuan International Airport; Justice; Customer satisfaction; Service quality (search for similar items in EconPapers)
Date: 2008
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:14:y:2008:i:2:p:70-74

DOI: 10.1016/j.jairtraman.2007.11.004

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