... the experience of airline customers and determine their level of satisfaction with the airline.While there are certainly other determinants of customer satisfaction in the airlineindustry, this study ... review of the literature provides the theoretical underpinning for the relationship we hypothesize and empirically examine. Accordingly, we state the following:Airline servicequality807(Chase, ... facets of the constructsof interest. In other words, they are the building blocks of the constructs. In our specificcase, individual attention, helpfulness, courtesy, and promptness are the facets...