I have found useful the study of Park, Robertson and Wu: The effect of airline service quality on passengers’ behavioural intentions: a Korean case study.
Edvardsson, B. (1992) Service Breakdowns: A Study of Critical Incidents in an Airline, International Journal of Service Industry Management, 3, 4, pp. 17-29.
Gilbert, D. and Wong, R. K. C. (2003) Passenger expectations and airline services: a Hong Kong based study, Tourism Management, 24, 5, pp. 519-532.
Park, J. W., Robertson, R. and Wu, C. L. (2004) The effect of airline service quality on passengers' behavioural intentions: a Korean case study, Journal of Air Transport Management, 10, 6, pp. 435-439.
Saha, G. C. and Theingi, T. (2009) Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand, Managing Service Quality: An International Journal, 19, 3, pp. 350-372.