Passenger complaints under irregular airline conditions – cross-cultural study

Yu-Kyoung Kim and Hyung-Ryong Lee

Journal of Air Transport Management, 2009, vol. 15, issue 6, 350-353

Abstract: Punctuality is seen as key component of airline service quality. This paper examines cross-cultural differences in passenger complaints regarding irregular airline conditions. Analysis of four clusters of air travelers in South Korea – from South Korea, Japan, China, and America – exhibit significantly differences in their attitudes suggestion important cultural variations.

Keywords: Irregular airline condition; Complaining behavior; Cross-cultural attitudes (search for similar items in EconPapers)
Date: 2009
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:15:y:2009:i:6:p:350-353

DOI: 10.1016/j.jairtraman.2008.11.007

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