Subject Index

A

Abstractness, 193

Accounting firms, 81

Activity-based costing (ABC), 154, 383

Adequate service level, 47

Advertising. See also Communications

airline industry and, 48, 191

contribution of service personnel, 191

intangibility and, 193195

Internet, 198199, 202204, 206

metaphor, 19, 194195

service attributes, 43

types of, 198199

Affect, 302304

Affiliative leaders, 494

AHL Insurance Corporation (case), 555

Airline industry

advertising and, 48, 191

airport location, 131

check-in, 128, 271, 282, 374, 382, 449

determinant attributes, 74

employee involvement in, 342

flight departure delays and, 448449

hospitality, 104

loyalty reward programs, 373

passenger behavior, 412

revenue management, 153, 154, 162

service employees, 327

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