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  • Impact of delays on costumers'safety perceptions and behavioral intentions 

    Rocha e Oliveira, Pablo; Ferrer, Juan Carlos; Parasuraman, A. (Escola Tècnica Superior d'Enginyeries Industrial i Aeronàutica de Terrassa. Universitat Politècnica de Catalunya, 2012-12)
    Article
    Open Access
    Purpose: The main objective of this paper is to examine how the customers' perceptions of delays and safety relate to each other and to behavioral intentions Design/methodology/approach: We modified a customer satisfaction ...