“…Customer turnover intentions bring adverse effects on brands' survival, decrease sales, lower profitability and sustainability in long run (Han & Sean, 2015). Customer turnover in local aviation industry resulting in inadequate profits, loss of market share, harming competitive abilities and increasing challenges for local flying carrier's survival (Ali et al, 2015). Therefore, brands prefer to adopt customeroriented approaches and engage customers in citizenship behavior to lower the turnover intentions of customers (Revilla-Camacho et al, 2015).…”