The results show that although the relationship between alliance portfolio attributes and service quality seems to be more complex than initially proposed, the overall finding confirms the existence of an alliance paradox in that increases in alliance portfolio size, partner country diversity and channel-dominated alliances (versus backward competitor-dominated alliances) are associated with decreases in certain key dimensions of service quality.quality services, even loyal customers become the worst enemies and retaliate against the firms that provide poor services (GrAcgoire aamp; Fisher, 2008). ... sending emails to US Airwaysa#39; CEO and COO from his BlackBerry cell phone every 15 minutes or so, while he was stuck on the runway. ... Empirical evidence suggests poor service leads to negative customer behaviors and decreased firm performanceanbsp;...
|Title||:||Alliance Paradox: An Empirical Study of Alliance Portfolio Effects on Customer Service Quality in the U.S. Airline Industry|
|Publisher||:||ProQuest - 2009|