Download or read book An Integrated Analysis of the Relationship Between Productivity Quality Customer Satisfaction and Financial Performance in the US Airline Industry written by Belaynesh Teklay Gebremariam and published by . This book was released on 2016 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Advances in Management Accounting written by Chris Akroyd and published by Emerald Group Publishing. This book was released on 2023-01-18 with total page 245 pages. Available in PDF, EPUB and Kindle. Book excerpt: Volume 34 of Advances in Management Accounting uses a variety of methods, from experiments to surveys, to build upon existing knowledge within the management accounting discipline.

Download or read book Up in the Air written by Greg J. Bamber and published by Cornell University Press. This book was released on 2013-07-15 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: "And you thought the passengers were mad. Airline employees are fed up, too-with pay cuts, increased workloads and management's miserly ways, which leave workers to explain to often-enraged passengers why flying has become such a miserable experience."—New York Times, December 22, 2007When both an industry's workers and its customers report high and rising frustration with the way they are being treated, something is fundamentally wrong. In response to these conditions, many of the world's airlines have made ever-deeper cuts in services and their workforces. Is it too much to expect airlines, or any other enterprise, to provide a fair return to investors, high-quality reliable service to their customers, and good jobs for their employees?Measured against these three expectations, the airline industry is failing. In the first five years of the twenty-first century alone, U.S. airlines lost a total of $30 billion while shedding 100,000 jobs, forcing the remaining workers to give up over $15 billion in wages and benefits. Combined with plummeting employee morale, shortages of air traffic controllers, and increased congestion and flight delays, a total collapse of the industry may be coming. Is this state of affairs inevitable? Or is it possible to design a more sustainable, less volatile industry that better balances the objectives of customers, investors, employees, and the wider society? Does deregulation imply total abrogation of government's responsibility to oversee an industry showing the clear signs of deterioration and increasing risk of a pending crisis?Greg J. Bamber, Jody Hoffer Gittell, Thomas A. Kochan, and Andrew von Nordenflycht explore such questions in a well-informed and engaging way, using a mix of quantitative evidence and qualitative studies of airlines from North America, Asia, Australia, and Europe. Up in the Air provides clear and realistic strategies for achieving a better, more equitable balance among the interests of customers, employees, and shareholders. Specifically, the authors recommend that firms learn from the innovations of companies like Southwest and Continental Airlines in order to build a positive workplace culture that fosters coordination and commitment to high-quality service, labor relations policies that avoid long drawn-out conflicts in negotiating new agreements, and business strategies that can sustain investor, employee, and customer support through the ups and downs of business cycles.

Download or read book Challenging in Delivering Quality Services Balancing Customer Expectations and Perceptions in Airline Industry written by Calvin Monroe and published by GRIN Verlag. This book was released on 2014-02-28 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Productivity and Efficiency Measurement of Airlines written by Boon L. Lee and published by Elsevier. This book was released on 2023-03-10 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's competitive environment, airlines are doing everything they can to increase efficiencies while improving productivity. Productivity and Efficiency Analysis of Airlines: A Data Envelopment Analysis Approach helps achieve these goals through identifying and explaining the best strategies for measuring airline performance. Each chapter measures airline performance through the model of data envelopment analysis (DEA), as well as other models, such as stochastic frontier analysis (SFA), where applicable. The book thoroughly discusses topics such as financial performance, greenhouse gas management, and complex airline data analysis, employing appropriate models for each. Model methodologies are also discussed. The in-depth coverage is useful for all audiences, including students with a basic understanding of models, researchers, and airline operators and management. Productivity and Efficiency Analysis of Airlines: A Data Envelopment Analysis Approach provides codes for various data software, helping readers generate results and quantify efficient practices. These results provide airline decision makers with the essential information they need to create better policies and avoid underperforming practices. Comprehensive overview of the key strategies for measuring productivity and efficiency of airlines Guides users in generating airline performance results, with a focus on the data envelopment analysis (DEA) model Features software codes useful for generating empirical results, and best practices, promoting quality policy and management decisions

Download or read book Challenges and Opportunities for Aviation Stakeholders in a Post Pandemic World written by Kurnaz, Salim and published by IGI Global. This book was released on 2023-03-03 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aviation industry has undergone a significant change since the 21st century as technological developments accelerated its development. Due to this, there is a need for modern research on the current situation, future expectations, and possible change scenarios in the aviation industry. Challenges and Opportunities for Aviation Stakeholders in a Post-Pandemic World focuses on contemporary studies addressing the effects of economic crises, pandemics, digitalization, and war environments on the aviation industry and draws attention to the aviation industry's current situation and future expectations, focusing on its stakeholders and various industry trends. Covering key topics such as technology, sustainability, digitalization, and aviation management, this reference work is ideal for industry professionals, policymakers, researchers, scholars, academicians, practitioners, instructors, and students.

Download or read book Profitability and Product Quality written by Nancy L Rose and published by Legare Street Press. This book was released on 2023-07-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the connection between profitability and product quality in the airline industry, and how it affects safety performance. Nancy L. Rose, a professor at the Sloan School of Management, provides a comprehensive analysis of the economic determinants of airline safety performance. Using extensive data, she demonstrates that there is a positive relationship between airline profitability and safety performance. This book is essential reading for anyone interested in the airline industry or safety management. This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work is in the "public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.

Download or read book Alliance Paradox written by Zhe Zhang and published by . This book was released on 2009 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: This dissertation studies the potential paradoxical effects of alliance participation. Over the past two decades, alliance participation has become a popular firm strategy to obtain benefits that are difficult for a firm to obtain on its own. Yet, as firms increasingly participate in alliances, boundedly rational managers may not effectively manage all aspects of alliances to achieve intended alliance outcomes. Paradoxically, alliance participation may cause harm to the participating firms. To unveil an alliance paradox, this dissertation first examined the relationships between alliance portfolio attributes (i.e., alliance portfolio size, multilateral alliances, alliance partner country diversity, and alliance type) and customer service quality in the U.S. airline industry. Further, I examined whether alliance experience moderates the relationships between alliance portfolio attributes and customer service quality. Altogether, five hypotheses were tested. This dissertation relied exclusively on the longitudinal quarterly data of nine U.S. major airlines over a 20-year period between 1988 and 2007 that include Alaska Airlines, American Airlines, America West, Continental, Delta, Northwest, Southwest, United Airlines, and U.S. Airways. Data pertaining to alliance variables were collected from the Securities Data Company (SDC) database. Quarterly service quality data pertaining to customer complaint, mishandled baggage, on-time arrival, and involuntary denied boarding were collected from the Air Travel Consumer Report published by the U.S. Department of Transportation (DOT). To detect the temporal effects of alliance portfolio attributes on service quality, a three-month lag was created between the alliances data and the service quality data. The results show that although the relationship between alliance portfolio attributes and service quality seems to be more complex than initially proposed, the overall finding confirms the existence of an alliance paradox in that increases in alliance portfolio size, partner country diversity and channel-dominated alliances (versus backward competitor-dominated alliances) are associated with decreases in certain key dimensions of service quality. This dissertation seeks to make several important contributions. First, by exploring the alliance paradox, this dissertation attempts to demonstrate that despite the anticipated alliance benefits such as cost reduction or revenue enhancement, managers need to be aware of the cost of alliance participation with respect to customer service quality, which has paramount impact on firm performance. Second, this dissertation also contributes to services marketing literature by investigating alliance portfolio attributes as antecedents of service quality. Third, this dissertation investigates whether firm-level alliance experience moderates the relationship between alliance portfolio attributes and service quality.

Download or read book Impact of continous improvement on costumers satisfaction written by Barrack Kennedy and published by GRIN Verlag. This book was released on 2014-03-07 with total page 37 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2012 in the subject Business economics - Operations Research, grade: A, University of Massachusetts Boston, language: English, abstract: Continuous improvement refers to the process in which an organization makes effort to improve its services, processes and products. For the process of continuous improvement to become successful, it is necessary for an organization to have good feedback mechanisms where customers’ preferences are evaluated according to the goals that a company has. Organizations use Kaizen principle to ensure success in their operations. These principles introduce continuous improvement in the culture of a company, quality of products and services, technology, safety, productivity and leadership. Using Kaizen system, employees from every level of management are given a chance of suggesting the techniques that an organization can adopt in order to improve its entire operations. Continuous improvements benefit an organization in several ways. One of the benefits of this strategy is that it helps in reducing all the wastes that may be in organization’s processes. It also improves the quality of organization’s products increasing the level of consumers’ satisfaction. Customers’ satisfaction focuses on the extent at which consumers are happy concerning services and products that are offered by a particular business. The level of consumer satisfaction is used to assess the efficiency of employees in an organization. All the employees should be trained so that they attend to all the needs of consumers. Being polite to customers drives the sales of a company. Due to this, companies are able to achieve the profits targeted by focusing on consumer satisfaction. Conducting customers’ surveys is one of the methods that companies use to determine whether consumers are satisfied with the services offered to them. From the surveys, a company is able to assess its chances of having return customers. Such surveys also enable firms to know whether they have met or exceeded the expectation of consumers. Firms use the calculated customers’ satisfaction levels to assess the purchase intentions of consumers. It enables firms to project the market share that they will have. All marketing efforts should be directed towards increasing the level of satisfaction of consumers. It will enable organizations to increase their brand loyalty.

Download or read book The Airline Profit Cycle written by Eva-Maria Cronrath and published by Routledge. This book was released on 2017-07-06 with total page 550 pages. Available in PDF, EPUB and Kindle. Book excerpt: The air transport industry has high economic impact; it supports more than 60 million jobs worldwide. Since the early years of commercial air travel, passenger numbers have grown tremendously. However, for decades airlines’ financial results have been swinging between profits and losses. The airline industry’s aggregate net average profit between 1970 and 2010 was close to zero, which implies bankruptcies and layoffs in downturns. The profit cycle’s amplitude has been rising over time, which means that problems have become increasingly severe and also shows that the industry may not have learned from the past. More stable financial results could not only facilitate airline management decisions and improve investors’ confidence but also preserve employment. This book offers a thorough understanding of the airline profit cycle’s causes and drivers, and it presents measures to achieve a higher and more stable profitability level. This is the first in-depth examination of the airline profit cycle. The airline industry is modelled as a complex dynamic system, which is used for quantitative simulations of ‘what if’ scenarios. These experiments reveal that the general economic environment, such as GDP or fuel price developments, influence the airline industry’s profitability pattern as well as certain regulations or aircraft manufactures’ policies. Yet despite all circumstances, simulations show that airlines’ own management decisions are sufficient to generate higher and more stable profits in the industry. This book is useful for aviation industry decision makers, investors, policy makers, and researchers because it explains why the airline industry earns or loses money. This knowledge will advance forecasting and market intelligence. Furthermore, the book offers practitioners different suggestions to sustainably improve the airline industry’s profitability. The book is also recommended as a case study for system analysis as well as industry cyclicality at graduate or postgraduate level for courses such as engineering, economics, or management.

Download or read book Challenging in Delivering Quality Services written by Calvin Monroe and published by . This book was released on 2014-03 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, Kings 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 perce

Download or read book Factors influencing customer satisfaction and behavioral intention The airline industry in Malaysia written by Yusuf Balarabe Abdullahi and published by GRIN Verlag. This book was released on 2021-03-19 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 3.6, Limkokwing University of Creative Technology, language: English, abstract: The main essential piece of this research would be the factors perceived value, perceived service quality, and brand image as they are the most powerful factors that influence customer satisfaction and Behavioural intentions in airline industry in Malaysia. A change in outlook was recorded as far as the simplicity of transportation and unwavering quality of the airlines companies over the globe. The airline industry has assumed a vital part in the worldwide economy particularly in filling in as an indispensable segment in the tourism industry and stays fundamental to the lead of universal business. The primary worry of any airlines partnership would dependably be satisfying the customers' needs by giving advantages and services at the highest point of its class. Customer satisfaction and Behavioural intentions stay basic in reflecting deals gainfulness and maintainability of the firm. This makes a consideration for the scientists to explore the key factors that influences the customer satisfaction and Behavioural intentions in airline industry. Consequently, this examination intends to decide the criticalness of contributing factors toward customer satisfaction and Behavioural intentions in minimal effort bearers (Low cost carriers) and full-service transporters in Malaysia. The reason for this investigation was to look at factors that impact the customer satisfaction and Behavioural intentions in airline industry. The information for this investigation was gathered utilizing overview poll. For this examination, the focused on populace is business or potentially relaxation voyagers who have flight encounter either with Low cost carriers or Full service carriers. An example populace of 200 understudies was conveyed to travelers who had no less than one flight involvement with either Low cost carriers or Full service carriers. The information was accumulated from travelers who were sitting tight for their flights in Kuala Lumpur International Airport (KLIA) and Low Cost Carrier Terminal (LCCT). Also, the factual bundle for Social Sciences (SPSS) is being utilized to break down the information gathered all through the study. A couple of proposals are displayed to propose gainful recommendations and call for additionally ponders.

Download or read book The Linkages Among Market Structure Market Conduct and Service Quality written by Amirhossein Alamdar Yazdi and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: As supported by the dynamic structure-conduct-performance (S-C-P) paradigm, market structure affects conduct, and conduct determines firms' performance (Mckinsey and Company Quarterly, 2008). Several researchers have looked at the S-C-P relationship with focus on price. Boreinstein, 1990; Beutel and McBride, 1992; Kim and Singal, 1993; Morrison, 1996; Veldhuis, 2005; Peters, 2006; Zhang and Round, 2009 looked at the effect of airline mergers on fares; some others have looked at the linkage between the imposition of fees and stock values (Barone, et al., 2012), ticket prices (Henrickson and Scott, 2012; Brueckner, et al., 2015); and some examine the effects of low-cost carriers entry/threat of entry on incumbent fares (Goolsbee and Syverson, 2008; Dennis, 2007). Even though there have been many studies on the impact of mergers/introduction of ancillary fees/low-cost threat on airfares, the linkage to service quality has received very little attention. This study investigates the linkages among market structure, market conduct and service quality in the US domestic airline industry. In this dissertation, provided in three essays, I specifically answer the following three questions. 1- How do mergers and acquisitions affect service quality? 2- How does the introduction of baggage fees affect service quality? 3- How does a threat of entry or an entry of a low-cost carrier affect incumbent service quality and airfare? The first essay studies the relationship between mergers in the US domestic market and service quality, as measured through late flights, mishandled bags, involuntary boarding denials and flight cancellations. The results show that in the immediate years following a merger, service quality generally deteriorates, and that the drop in service is due simultaneously to the merger and the increased concentration of the market. Thus, recent mergers in the US, including Delta and Northwest, United and Continental, Southwest and AirTran, have likely resulted in increased market concentration and decreased service levels. From a public policy perspective, the results point to the importance of regulators monitoring airline actions, such as mergers and acquisitions, that serve to increase the concentration of markets, and may also result in decreased service quality. The second essay examines the linkages between the implementation of baggage fees and late flights in the airline industry directly, and indirectly through passenger demand and adjustment in ticket price. Findings show that baggage fees policies result in improvements in on-time performance as assessed through late flights, directly through improvements in airport-side sorting and loading efficiencies, and indirectly through lower air travel demand. It is further shown that these relationships are contingent upon the presence of a hub airport on a route. The results have important managerial and public policy implications as baggage fees have often been cited as a driver of security queue, aircraft alley, and overhead bin congestions, and ultimately delayed flights. The findings suggest that these suppositions could be misplaced. The third essay conducts a simultaneous analysis of the effects of threat of entry and entry of Southwest on incumbent carriers' on-time performance as well as yield, in the US Airline Industry. The results show that, on average, incumbent carriers' yield and on-time performance decrease in both threat and entry periods; and that the drops in on-time performance and yield are partially linked to each other indirect effect. It is further shown that the effects of entry or threat of entry of Southwest on incumbent carriers depend highly on the general, long run pricing policy and on-time performance of those carriers. Further analysis shows that market concentration plays an exacerbating role; on the concentrated routes, the impacts of threat of entry and entry on on-time performance and yield are more severe. The findings of this study have important managerial and public policy implications as it provides a thorough assessment on incumbent carriers' reactions to threat of entry and entry. The dissertation is based on the following papers: Steven et al, 2016, and Yazdi et al, 2017, and a working paper coauthored by Yazdi and Steven.

Download or read book Loyalty Management in the Airline Industry written by Ben Beiske and published by diplom.de. This book was released on 2002-05-29 with total page 118 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three pillars are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [...]

Download or read book The Southwest Airlines Way written by Jody Hoffer Gittell and published by McGraw Hill Professional. This book was released on 2003-01-09 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: "If you look at Southwest Airlines, and I admire what they do, they've been the most successful airline in the industry." --Gerard Arpey, CEO, American Airlines "Through extensive research Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airlines' positive employee relations and high performance through good and bad times." --Thomas A. Kochan, professor, MIT Sloan School of Management, MIT Global Airline Industry Program In an industry with losses in the billions, Southwest Airlines has an unbroken string of 31 consecutive years of profitability. The Southwest Airlines Way examines how the company uses high-performance relationships to create enormous competitive advantage in motivation, teamwork, and coordination among employees. It then goes further to show how any company can foster these powerful cooperative relationships and explains how to: Lead with credibility and caring Invest in frontline leaders Hire and train for relational competence Use conflicts to build relationships Make unions its partners, not its adversaries Build relationships with its suppliers

Download or read book How Airports Measure Customer Service Performance written by Lois S. Kramer and published by Transportation Research Board. This book was released on 2013 with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Airport Cooperative Research Program (ACRP) Synthesis 48: How Airports Measure Customer Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service."-- Publisher's description.

Download or read book Airlines Managing to Make Money written by Stephen Holloway and published by Routledge. This book was released on 2017-05-15 with total page 423 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on recent developments in the services management, strategic management and brand management literatures, this stimulating and well-illustrated book presents critical new approaches to developing customer-centered airline strategies. Designed for a wide audience of aviation management students and professionals it acts as a linking text , using a services management approach to integrate strategy, marketing, human resources management and operations. Written in an accessible and practical style, it is the first book to draw together a broad range of knowledge from contemporary management fields to produce a framework specifically relevant to the airline industry. It is an unparalleled resource for students and airline managers alike.