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The influence of service failure and service recovery on airline passengers' relationships with domestic airlines : an exploratory study
by
Mostert, P.G.
,
Van Rensburg
,
L.R.J
.
,
De Meyer, C.F.
Published in
Southern African business review
(01.08.2009)
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law
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airline passengers
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customer defection
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customer retention
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government & law
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law
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relationship marketing
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