Laws, Eric. Managing airline passenger satisfaction during a delay; a case study applying consumerist gap concepts / Eric Laws. - 2000. // Journal of quality assurance in hospitality & tourism. Vol. 1 (2000), No. 4
Laws, Eric. Managing passenger satisfaction: some quality issues in airline meal service / Eric Laws. - 2005. // Journal of quality assurance in hospitality & tourism. Vol. 6 (2005), No. 1-2
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Managing airline passenger satisfaction during a delay; a case study applying consumerist gap concepts ...