Improving the travel experience - greater profits through effective satisfaction measures

David Perroud, Daniel Ray and Carsten Friedrichsen

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.

Improving the travel experience – greater profits through effective satisfaction measures

David PerroudP. Robert and Partners SA (PRP), Switzerland

Daniel RayGrenoble Management School, France

Carsten FriedrichsenBusiness Insights, IATA, Switzerland...

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