@incollection{,
	
					
					
					B233AA6C8F15EC3604A4E88016512A1E
				,
	author={{NgaveenaDavahran} and {Dr. RashadYazdanifard} and {NgaveenaDavahran} and {UPPER IOWA UNIVERSITY, AMERICAN DEGREE PROGRAM, KOTA DAMANSARA, MALAYSIA}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}14418
}

@book{b0,
	
	
		,
	title={{Developing key performance indicators for airport safety and security. KPIs for airport safety}}
		,
	author={{
			AEAllen
		}}
		
			,
	year={2007}
			299
		
	

}

@incollection{b1,
	
	
		,
	title={{The human element in airline service quality: contact personnel and the customer}}
		,
	author={{
			SBabbar
		}}
	
	
		,
	journal={{International Journal of Operations & Production Management}}
		
			805
			,
	year={2008}
		
	

}

@book{b2,
	
	
		,
	title={{A case study of service failure and recovery within an international airline. A case of service failure and recovery}}
		,
	author={{
			DBamford
		}}
		
			,
	year={2007}
			306
		
	

}

@book{b3,
	
	
		,
	title={{Beyond the friendly skies: an integrative framework for managing the air travel experience. Beyond the friendly skies}}
		,
	author={{
			JLBel
		}}
		
			,
	year={2008}
			439
		
	

}

@book{b4,
	
	
		,
	title={{Cross-national segmentation An application to the NAFTA airline passenger market. Cross-national segmentation}}
		,
	author={{
			ERBruning
		}}
		
			,
	year={2009}
			1502
		
	

}

@book{b5,
	
	
		,
	title={{Bridge over troubled water or long and winding road? Managing Service Quality}}
		,
	author={{
			VSChau
		}}
		
			,
	year={2009}
			107
		
	

}

@book{b6,
	
	
		,
	title={{Employees come first at high-flying Southwest Airlines. Managing Service}}
		,
	author={{
			DL
		} and {
			R
		}}
		
		
			,
	year={2007}
			6
		
	

}

@book{b7,
	
	
		,
	author={{
			DawnaLRhoades
		} and {
			BP
		}}
		
		,
	title={{Service and safety quality in US airlines: pre-and post-September 11th. Managing Service Quality}}
				
			,
	year={2008}
			
		
	

}

@book{b8,
	
	
		,
	title={{Developing key performance indicators for airport safety and security. Facilities}}
		,
	author={{
			AEnoma
		}}
		
			,
	year={2007}
			297
		
	

}

@book{b9,
	
	
		,
	title={{Developing key performance indicators for airport safety and security. Facilities}}
		,
	author={{
			AEnoma
		}}
		
			,
	year={2007}
			298
		
	

}

@incollection{b10,
	
	
		,
	title={{AIRPORT REDESIGN FOR SAFETY AND SECURITY: CASE STUDIES OF THREE SCOTTISH AIRPORTS}}
		,
	author={{
			AEnoma
		}}
	
	
		,
	journal={{International Journal of Strategic Property Management}}
		
			105
			,
	year={2009}
		
	

}

@incollection{b11,
	
	
		,
	title={{Passengers' expectations of airport service quality}}
		,
	author={{
			DFodnes
		}}
	
	
		,
	journal={{Journal of Services Marketing}}
		
			492
			,
	year={2007}
		
	

}

@book{b12,
	
	
		,
	title={{Benchmarking in civil aviation: some empirical evidence. Benchmarking in civil aviation}}
		,
	author={{
			JFry
		}}
		
			,
	year={2005}
			133
		
	

}

@book{b13,
	
	
		,
	title={{Benchmarking: An International journal}}
		,
	author={{
			AGraham
		}}
		
			,
	year={2006}
			106
		
	

}

@incollection{b14,
	
	
		,
	title={{An investigation on the factors influencing passengers' loyalty in the North Cyprus national airline}}
		,
	author={{
			KHHalil Nadiri
		}}
	
	
		,
	journal={{The TQM Journal}}
		
			268
			,
	year={2008}
		
	

}

@incollection{b15,
	
	
		,
	title={{Performance improvement possibilities within the US airline industry}}
		,
	author={{
			SKumar
		}}
	
	
		,
	journal={{International Journal of Productivity and Performance Management}}
		
			706
			,
	year={2009}
		
	

}

@book{b16,
	
	
		,
	title={{Frustration takes the fun out of flying. STRATEGIC DIRECTION}}
		,
	author={{
			PMarkillie
		}}
		
			,
	year={2008}
			17
		
	

}

@incollection{b17,
	
	
		,
	title={{The exceptional performance strategies of Emirate Airlines}}
		,
	author={{
			SNataraja
		}}
	
	
		,
	journal={{Competitiveness Review: An International Business Journal}}
		
			473
			,
	year={2011}
		
	

}

@incollection{b18,
	
	
		,
	title={{Fuzzy logic-based detection scheme for pilot fatigue. Aircraft Engineering and Aerospace Technology}}
		,
	author={{
			MPerhinschi
		}}
	
	
		,
	journal={{An International Journal}}
		
			39
			,
	year={2010}
		
	

}

@incollection{b19,
	
	
		,
	title={{Service receivers' negative emotions in airline and hospital service settings}}
		,
	author={{
			DJPetzer
		}}
	
	
		,
	journal={{Journal of Services Marketing}}
		
			484
			,
	year={2012}
		
	

}

@book{b20,
	
	
		,
	author={{
			DLRhoade
		}}
		,
	title={{Service and safety quality in US airlines: pre-and post-September 11th. Managing Service Quality}}
				
			,
	year={2006}
			312
		
	

}

@book{b21,
	
	
		,
	title={{Service and safety quality in US airlines: pre-and post-September 11 th . Managing Service Quality}}
		,
	author={{
			DLRhoades
		}}
		
			,
	year={2006}
			307
		
	

}

@book{b22,
	
	
		,
	title={{Service and safety quality in US airlines: pre-and post-September 11 th . Managing Service Quality}}
		,
	author={{
			DLRhoades
		}}
		
			,
	year={2006}
			306
		
	

}

@book{b23,
	
	
		,
	title={{Twenty years of service quality performance in the US airline industry. Managing Service Quality}}
		,
	author={{
			DLRhoades
		}}
		
			,
	year={2008}
			28
		
	

}

@book{b24,
	
	
		,
	title={{Service quality, satisfaction, and behavioural intentions. Managing Service Quality}}
		,
	author={{
			GCSaha
		}}
		
			,
	year={2009}
			354
		
	

}

@book{b25,
	
	
		,
	author={{
			DSuhartanto
		}}
		,
	title={{CUSTOMER SATISFACTION IN THE AIRLINE INDUSTRY: THE ROLE OF SERVICE QUALITY AND PRICE. Asia Tourism Forum Conference}}
				
			,
	year={2012}
			6
		
	
	,
	note={bandung}

}

@incollection{b26,
	
	
		,
	title={{The exceptional performance strategies of Emirate Airlines}}
		,
	author={{
			NSundaram
		}}
	
	
		,
	journal={{Competitiveness Review: An International Business Journal}}
		
			476
			,
	year={2011}
		
	

}

@book{b27,
	
	
		,
	title={{Airline service quality exploratory analysis of consumer perceptions and operational performance in the USA and EU. Managing Service Quality}}
		,
	author={{
			STiernan
		}}
		
			,
	year={2008}
			213
		
	

}

@book{b28,
	
	
		,
	title={{Quality convergence in airline co-brand alliances. Managing service quality}}
		,
	author={{
			MTsantoulis
		}}
		
			,
	year={2008}
			37
		
	

}

@incollection{b29,
	
	
		,
	title={{A study on the performance evaluation of major international airports in the world}}
		,
	author={{
			K.-JTseng
		}}
	
	
		,
	journal={{Journal of Modelling in Management}}
		
			72
			,
	year={2008}
		
	

}

@book{b30,
	
	
		,
	title={{Environmental and operational sustainability of airports Core indicators and stakeholder communication}}
		,
	author={{
			PJUpham
		}}
		
			,
	year={2005}
			167
		
	
	,
	note={Sustainability of airports}

}

@book{b31,
	
	
		,
	title={{Managing human resources for service excellence and cost effectiveness at Singapore Airlines. Managing service quality}}
		,
	author={{
			JWirtz
		}}
		
			,
	year={2008}
			12
		
	

}