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

Author

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

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.

Suggested Citation

  • Chang, Wei-Lung & Liu, Hsiang-Te & Wen, Yung-Sung & Lin, Tai-An, 2008. "Building an integrated model of future complaint intentions: The case of Taoyuan International Airport," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 70-74.
    • Handle: RePEc:eee:jaitra:v:14:y:2008:i:2:p:70-74
    DOI: 10.1016/j.jairtraman.2007.11.004
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    Cited by:

    1. Dabachine, Yassine & Taheri, Hamza & Biniz, Mohamed & Bouikhalene, Belaid & Balouki, Abdessamad, 2020. "Strategic design of precautionary measures for airport passengers in times of global health crisis Covid 19: Parametric modelling and processing algorithms," Journal of Air Transport Management, Elsevier, vol. 89(C).
    2. Sun, Xiaoqian & Wandelt, Sebastian & Zheng, Changhong & Zhang, Anming, 2021. "COVID-19 pandemic and air transportation: Successfully navigating the paper hurricane," Journal of Air Transport Management, Elsevier, vol. 94(C).
    3. Arif, Mohammed & Gupta, Aman & Williams, Aled, 2013. "Customer service in the aviation industry – An exploratory analysis of UAE airports," Journal of Air Transport Management, Elsevier, vol. 32(C), pages 1-7.
    4. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).

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