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  • Travellers' anger, disappointment and anxiety - everyday life for airlines


    Delays, lost luggage or cancelled flights, most people have experienced anger and disappointment towards an airline at some point in time. Research from Jönköping International Business School at Jönköping University shows that brand hatred in these situations is not only harmful to airlines.“Airlines need to understand their customers better,” says Ayesha Manzoor, PhD in Business Administration, who recently defended her thesis on brand hatred in the airline industry at Jönköping International Business School.