Service quality and productivity in the U.S. airline industry: a service quality-adjusted DEA model

Service Business, Volume 9, Issue 1, 2015, Pages 137-160.

Cited by: 4|Views0


The airline industry faces economic challenges making it paramount that they provide satisfactory service to customers relative to their expectations. This study uses a service quality-adjusted data envelopment analysis (SQ-adjusted DEA) to study US-based airline carrier operational efficiency. We found that airlines can overcome the trad...More



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