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Bowen, B. D., Scarpellini-Metz, N., & Headley, D. E. (2005). Understanding Consumer
Preference: Findings from the Airline Survey. International Journal of Applied
Aviation Studies, 5 (2), 267-285.
Bowen, B. D., Headley, D. E., & Lu, C. (2004). Developing a Standardized Mechanism
for Measuring Airline Service Performance: A…
https://www.wichita.edu/academics/business/marketing/_documents/DHeadley.pdf