Measuring and Managing Customers ́ Expectations in the Airline Industry
Measuring and Managing Customers ́ Expectations in the Airline Industry

Author: Jules Miller

Publisher: Grin Publishing

Published: 2011

Total Pages: 40

ISBN-13: 9783656035992

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Essay aus dem Jahr 2011 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Atlantic International University, Sprache: Deutsch, Abstract: Understanding and well managing customer's needs and expectations is very critical for a service-oriented organization like an airline because it protects against customer's dissatisfaction. After customers' needs and expectations are well identified, the service provider should strive so as to fill the service quality gap and even to go beyond customers' expectations by accommodating or shaping them. SERVQUAL is one of the measuring tools which has been widely used to measure customers' expectations in the service quality setting. SERVQUAL represents service quality as the discrepancy between customer's expectations for a service offering and the customer's perception of the service received, requiring respondents to provide answers to questions related to both expectations and their perceptions. In order to manage effectively and efficiently customers' expectations, airlines need to know them then accommodate them through segmentation, innovation and Total Quality Management or shape them by using communication and other cues such as customer-oriented human resources management practices but without promising more than they can deliver.

Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport
Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport

Author: Management Association, Information Resources

Publisher: IGI Global

Published: 2020-09-24

Total Pages: 1601

ISBN-13: 1799853586

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As with other transportation methods, safety issues in aircraft can result in a total loss of life. Recently, the air transport industry has come under immense scrutiny after several deaths occurred due to aircraft design and airlines that allowed improperly inspected aircraft to fly. Spacecraft too have found errors in system software that could lead to catastrophic failure. It is imperative that the aviation and aerospace industries continue to revise and refine safety protocols from the construction and design of aircraft, to secure and improve aviation systems, and to test and inspect aircraft. The Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport is a vital reference source that examines the latest scholarly material on the use of adaptive and assistive technologies in aviation to establish clear guidelines for the design and implementation of such technologies to better serve the needs of both military and civilian pilots. It also covers new information technology use in aviation systems to streamline the cybersecurity, decision making, planning, and design processes within the aviation industry. Highlighting a range of topics such as air navigation systems, computer simulation, and airline operations, this multi-volume book is ideally designed for pilots, scientists, engineers, aviation operators, air traffic controllers, air crash investigators, teachers, academicians, researchers, and students.

The Routledge Companion to Air Transport Management
The Routledge Companion to Air Transport Management

Author: Nigel Halpern

Publisher: Routledge

Published: 2018-01-31

Total Pages: 662

ISBN-13: 1317247345

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The Routledge Companion to Air Transport Management provides a comprehensive, up-to-date review of air transport management research and literature. This exciting new handbook provides a unique repository of current knowledge and critical debate with an international focus, considering both developed and emerging markets, and covering key sectors of the air transport industry. The companion consists of 25 chapters that are written by 39 leading researchers, scholars and industry experts based at universities, research institutes, and air transport companies and organisations in 12 different countries in Africa, Asia-Pacific, Europe and North America to provide a definitive, trustworthy resource. The international team of contributors have proven experience of research and publication in their specialist areas, and contribute to this companion by drawing upon research published mainly in academic, industry and government sources. This seminal companion is a vital resource for researchers, scholars and students of air transport management. It is organised into three parts: current state of the air transport sectors (Part I); application of management disciplines to airlines and airports (Part II); and key selected themes (Part III).

Measure What Matters to Customers
Measure What Matters to Customers

Author: Ronald J. Baker

Publisher: John Wiley & Sons

Published: 2007-01-29

Total Pages: 210

ISBN-13: 0470056274

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Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.

Customer Satisfaction Measurement and Management
Customer Satisfaction Measurement and Management

Author: Earl Naumann

Publisher: Thomson South-Western

Published: 1995

Total Pages: 488

ISBN-13: 9780538844390

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This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company, for becoming truly customer driven is essential for survival in the 21st century.

Measuring Business Excellence
Measuring Business Excellence

Author: Gopal K. Kanji

Publisher: Routledge

Published: 2012-10-12

Total Pages: 280

ISBN-13: 1134514816

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Business Excellence and Total Quality Management (TQM) models provide a means of measuring the satisfaction of customers, employees and shareholders simultaneously. A number of such models currently exist, but, the author argues, none of these address all dimensions of TQM. This book introduces the principles of TQM, and establishes their use in measuring Business Excellence in an organisational environment. It comparatively evaluates various TQM and Business Excellence models, and discusses the complexities of measuring success. Presenting important, innovative work by one of the most eminent scholars in the field, this book is essential reading for both academics and professionals working in quality management.

Fundamentals of Service Systems
Fundamentals of Service Systems

Author: Jorge Cardoso

Publisher: Springer

Published: 2015-12-12

Total Pages: 378

ISBN-13: 3319231952

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This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

The Evolution of Yield Management in the Airline Industry
The Evolution of Yield Management in the Airline Industry

Author: Ben Vinod

Publisher: Springer Nature

Published: 2021-05-28

Total Pages: 417

ISBN-13: 3030704246

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This book chronicles airline revenue management from its early origins to the last frontier. Since its inception revenue management has now become an integral part of the airline business process for competitive advantage. The field has progressed from inventory control of the base fare, to managing bundles of base fare and air ancillaries, to the precise inventory control at the individual seat level. The author provides an end-to-end view of pricing and revenue management in the airline industry covering airline pricing, advances in revenue management, availability, and air shopping, offer management and product distribution, agency revenue management, impact of revenue management across airline planning and operations, and emerging technologies is travel. The target audience of this book is practitioners who want to understand the basics and have an end-to-end view of revenue management.

Right Away & All at Once
Right Away & All at Once

Author: Greg Brenneman

Publisher: Rosetta Books

Published: 2016-02-09

Total Pages: 312

ISBN-13: 0795346530

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An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.