If an airline’s customer service is really good or really bad (measured based on various criteria), how much does that affect the airline’s revenues or profits? Are there any studies about this?

I do a long commute each week, and usually I fly on the same airline, but recently I tried another carrier a few times.

The customer service on the other carrier was atrocious (the crew was malicious), despite a high price. By comparison, I now see how good the customer service on my customary airline is: employees are generally nice and helpful.

I’m curious to see how much business the other carrier is losing, and how much my main carrier is gaining, due to the differences in customer service. Clearly there is some effect on revenues, as the pretty consistent employee helpfulness and niceness must be in part due to the company focusing on that.

Thanks.