A Preliminary Consumer Investigation of Airline Service and Safety

There are growing consumer perceptions about a lack of safety in service industries such as the airline industry. This paper is an initial attempt at studying consumers' "actual" feelings about safety in the airline industry. This exploratory study was done based on the author's...

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Bibliographic Details
Published in:Journal of professional services marketing 1994-01, Vol.10 (1), p.77-88
Main Author: Comm, Clare L.
Format: Article
Language:English
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Summary:There are growing consumer perceptions about a lack of safety in service industries such as the airline industry. This paper is an initial attempt at studying consumers' "actual" feelings about safety in the airline industry. This exploratory study was done based on the author's previous work entitled "Should the Airline Industry Market Safety?" which is scheduled to be published in a future volume of the Journal of Professional Services Marketing. After analysis of this initial data recommendations to improve the airlines' safety image are made.
ISSN:0748-4623
2169-8007
DOI:10.1300/J090v10n01_09