The Impact of Delays on Customers' Satisfaction: an Empirical Analysis of the British Airways On-Time Performance at Heathrow Airport
Increased congestion at hub airports affects on-time airline performance to the detriment of customer satisfaction and may have substantially negative repercussions for airlines in a hypercompetitive environment. This paper concentrates on the on-time performance of British Airways (BA) at London He...
| Main Authors: | , , , , |
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| Format: | Article |
| Sprog: | English |
| Udgivet: |
Instituto de Aeronáutica e Espaço (IAE)
2019-01-01
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| Serier: | Journal of Aerospace Technology and Management |
| Fag: | |
| Online adgang: | http://www.scielo.br/scielo.php?script=sci_arttext&pid=S2175-91462019000100300&lng=en&nrm=iso&tlng=en |