E. (2011). Customer Satisfaction and business performance: A firm-level analysis
Category: Uncategorized
J. (2010). Essentials of business research: A guide to doing your research project. London: Sage Publications Inc.
high or medium the airline industry as a whole had experienced profound and deep changes. He was even optimistic that by the mid of 2005 the US Airline industry would have had experienced lower process and substantial competition (Fisher
2009).
2004).
in spite of any imminent negotiations. This case has continued to be debated by analysts and critics alike on whether the RLA status quo as duly interpreted by the Supreme Court sufficiently served the initial objective intended by the RLA in ensuring that labor disputes were peaceably resolved (Davies
2007).
R.E.G.(2007) Airlines of the United States since 1914. Washington DC: Smithsonian Institution Press.
(2009) The Age of flight: a history of America’s pioneering Airline. Geenceboro
NC: Pace Communications.
M. (2004
December). On The Rise: Labor Unrest and Jet Fuel. The New York Times
18
2012). United shows off new operations center. Chicago: Sun Times. 123 (8)
this study aimed to assess the relationships between customer satisfaction against a variety of company performance metrics analyzed from a firm-level perspective (Purcell and Russell
2009). The study sought to establish the contribution and significance of customer satisfaction to both financial and market performance. The study was conducted on one of the Fortune 100 firms based in the USA (Williams and Naumann