Browsing by Author "Ekkarat Suwannakul"
Strategies for enhancing true loyalty of airline passengers and employees through customer-oriented service employees: a study of the low-cost airline business in Thailand Ekkarat Suwannakul; Rugphong Vongsaruj (National Institute of Development Administration, 2018)
Despite the continuous growth in the demand for low-cost airlines (LCAs) in Thailand, airline profits are less impressive than they may seem due to several challenges especially intense competition and price wars, the two key factors likely to have an impact on LCAs’ earnings and competitiveness. Although proactive strategies have been devised to address the issue, they are unable to create sustainability and maintain customer retention. This study employed the concept of customer orientation of service employee (COSE) that could increase the ...