Electronic Service Quality Standards and Customer Relationship Management in the Airline Industry - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Electronic Service Quality Standards and Customer Relationship Management in the Airline Industry write by Catherine Jennifer Sheehan. This book was released on 2016. Electronic Service Quality Standards and Customer Relationship Management in the Airline Industry available in PDF, EPUB and Kindle.
Delivering Excellent Service Quality in Aviation
Delivering Excellent Service Quality in Aviation - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Delivering Excellent Service Quality in Aviation write by Mario Kossmann. This book was released on 2017-03-02. Delivering Excellent Service Quality in Aviation available in PDF, EPUB and Kindle. A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry
Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry write by Calvin Monroe. This book was released on 2014-02-28. Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry available in PDF, EPUB and Kindle. Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
Customer Relationship Management
Customer Relationship Management - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Customer Relationship Management write by Francis Buttle. This book was released on 2009. Customer Relationship Management available in PDF, EPUB and Kindle. This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Airline Marketing and Management
Airline Marketing and Management - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Airline Marketing and Management write by Stephen Shaw. This book was released on 2020-09-10. Airline Marketing and Management available in PDF, EPUB and Kindle. Through six previous editions, Airline Marketing and Management has established itself as the leading textbook for students of marketing and its application to today's airline industry, as well as a reference work for those with a professional interest in the area. Carefully revised, the seventh edition of this internationally successful book examines an exceptionally turbulent period for the industry. It features new material on: *Changes in customer needs, particularly regarding more business travellers choosing - or being forced - to travel economy, and analysis of the bankruptcy of 'All Business Class' airlines. * An explanation of the US/EU 'Open Skies' agreement and analysis of its impact. *The increase in alliance activity and completion of several recent mergers, and the marketing advantages and disadvantages that have resulted. * Product adjustments that airlines must make to adapt to changes in the marketing environment, such as schedule re-adjustments and the reconfiguration of aircraft cabins. *Changes in pricing philosophies, with, for example, airlines moving to 'A La Carte' pricing, whereby baggage, catering and priority boarding are paid for as extras. *Airline websites and their role as both a selling and distributing tool. *The future of airline marketing. A review of the structure of the air transport market and the marketing environment is followed by detailed chapters examining business and marketing strategies, product design and management, pricing and revenue management, current and future distribution channels, and selling, advertising and promotional policies. The reader will benefit from greater understanding of both marketing and airline industry jargon and from knowledge obtained regarding the extraordinary strategic challenges now facing aviation. Written in a straightforward, easy-to-read style and combining up-to-date and relevant examples drawn from the worldwide aviation industry, this new edition will further enhance the book's reputation for providing the ideal introduction to the subject.
