An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline

By Lai-Ying Leong, Teck-Soon Hew, Voon‐Hsien Lee, Keng-Boon Ooi. Expert systems with applications, 2015

294 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e29074c230507f6fd7d2fb36b55d09fa567c67aa

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Eren Sezgen
2. K. Mason
3. Robert Mayer

In Organizational Behavior and Human Resource Management

1. Nader Mohammad Aljawarneh
2. Eren Sezgen
3. K. Mason
4. Robert Mayer
5. Tarık Atan

In Sociology and Political Science

1. Nader Mohammad Aljawarneh
2. Tarık Atan

Citations in the corpus

• Linking Tolerance to Workplace Incivility, Service Innovative, Knowledge Hiding, and Job Search Behavior: The Mediating Role of Employee Cynicism (2018, background): “In line with (Abubakar, 2018; Abubakar et al., 2017; Leong et al., 2015; Sim et al., 2014) recommendations and following (Abubakar, Karadal, et al.”
• Voice of airline passenger: A text mining approach to understand customer satisfaction (2019, background): “LCC passengers still look for monetary value, which also 20 confirms previous research by O’Connell and Williams (2005); and Rajaguru (2016).”