Airline passengers need to get to their destination quicker, but they also want to enjoy high-quality customer services. Customer service in the airline industry is extremely important because it fosters customer loyalty. A good flying experience will lead to repeated use; a bad flying experience, not only will lead to loss of loyalty, but most importantly to negative word-of-mouth. In such a competitive marketplace and highly concentrated industry as the airline industry, airlines need loyal customers to sustain a competitive advantage.
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