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Article
Казаков С. П. Маркетинг в России и за рубежом. 2015. Т. 107. № 3. С. 73-84.

The paper examines the issues of customer satisfaction measurements with charter airline services based on the case of Russian tourists traveling to Spain. The basic approaches to customer satisfaction measurement in service industry were analyzed. The survey of 786 passengers was conducted. The results of the study can be used in service quality control management in airline service industry

Added: Jun 2, 2015