@inproceedings{9a551106978c473bb07f4b03aaee8cd7,
title = "E-Mail Customer Service in the Airline Industry - A Mystery Study",
author = "Ulrike Bauernfeind and Astrid Dickinger",
note = "Proceedings of the 35th European Marketing Academy Conference (EMAC)",
year = "2006",
month = oct,
day = "1",
language = "English",
isbn = "9608919908",
series = "Proceedings of the European Marketing Academy Conference (EMAC)",
publisher = "EMAC",
pages = "CD -- Proc",
editor = "{Avlonitis, G. J., Papavassiliou, N., Papstathopoulou, P.}",
booktitle = "Sustainable marketing leadership",
}