Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers

Proactive Handling of Flight Overbooking: How to Reduce Negative eWOM and the Costs of Bumping Customers

10.1177/1094670520933683

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Bibliographic Details
Main Authors: Nazifi, Amin, Gelbrich, Katja, Grégoire, Y., Koch, Sebastian, El-Manstrly, Dahlia, Wirtz, Jochen
Other Authors: MARKETING
Format: Article
Published: SAGE Publications Inc. 2022
Subjects:
firm profitability
flight overbooking
offloading
proactivity
service recovery
Online Access:https://scholarbank.nus.edu.sg/handle/10635/232935
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Institution: National University of Singapore
Description
Summary:10.1177/1094670520933683

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