Author
Author

Théo Schöpfer

Student at University of Freiburg

Théo SchöpferThéo Schöpfer was previously a Research Assistant at Ecole hôtelière de Lausanne and currently studying at the University of Freiburg.
Insights by Théo Schöpfer (2)

Service Recovery in the Airline Industry

Led by the team of Associate Professor Dr. Reza Etemad-Sajadi, this research assesses the impact of airline passengers' perception of service recovery on their satisfaction and loyalty. The aim is to investigate and identify the direct and indirect effects of service recovery (output and process) on airline passenger loyalty.

Airline Passenger Loyalty: The Importance of Pre-Flight Touchpoints

Led by the team of Associate Professor Dr. Reza Etemad-Sajadi, this research aims to investigate direct and indirect effects of pre-flight and in-flight service quality on airline passenger satisfaction and loyalty.
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