An investigation into customer perception and behaviour through social media research – an empirical study of the United Airline overbooking crisis

Jie Ma; Ying Kei Tse; Xiaojun Wang; Minhao Zhang

doi:10.1016/j.tre.2019.05.004

An investigation into customer perception and behaviour through social media research – an empirical study of the United Airline overbooking crisis

Jie Ma, Ying Kei Tse, Xiaojun Wang, Minhao Zhang

The York Management School

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	192-205
Journal	Transportation Research Part E: Logistics and Transportation Review
Volume	127
Early online date	25 May 2019
DOIs	https://doi.org/10.1016/j.tre.2019.05.004
Publication status	Published - Jul 2019

Bibliographical note

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10.1016/j.tre.2019.05.004

TRE_manuscript revised 2
© 2019 Published by Elsevier Ltd. This is an author-produced version of the published paper. Uploaded in accordance with the publisher’s self-archiving policy.
Accepted author manuscript, 906 KBLicence: CC BY-NC-ND

Cite this

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title = "An investigation into customer perception and behaviour through social media research – an empirical study of the United Airline overbooking crisis",

author = "Jie Ma and Tse, {Ying Kei} and Xiaojun Wang and Minhao Zhang",

note = "{\textcopyright} 2019 Published by Elsevier Ltd. This is an author-produced version of the published paper. Uploaded in accordance with the publisher{\textquoteright}s self-archiving policy. ",

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AU - Ma, Jie

AU - Tse, Ying Kei

AU - Wang, Xiaojun

AU - Zhang, Minhao

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EP - 205

JO - Transportation Research Part E: Logistics and Transportation Review

JF - Transportation Research Part E: Logistics and Transportation Review

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