Download or read book Delivering Excellent Service Quality in Aviation written by Mario Kossmann and published by Routledge. This book was released on 2017-03-02 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

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 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 Exploring Service Productivity written by Claudia Lehmann and published by Springer. This book was released on 2018-07-23 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to overcome the emphasized problems are discussed, suggesting ways on how to deal with them. The insights of this book deliver considerable value for both management and academia.

Download or read book Proceedings of the International Conference on Artificial Intelligence and Computer Vision AICV2020 written by Aboul-Ella Hassanien and published by Springer Nature. This book was released on 2020-03-23 with total page 880 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents the proceedings of the 1st International Conference on Artificial Intelligence and Computer Visions (AICV 2020), which took place in Cairo, Egypt, from April 8 to 10, 2020. This international conference, which highlighted essential research and developments in the fields of artificial intelligence and computer visions, was organized by the Scientific Research Group in Egypt (SRGE). The book is divided into sections, covering the following topics: swarm-based optimization mining and data analysis, deep learning and applications, machine learning and applications, image processing and computer vision, intelligent systems and applications, and intelligent networks.

Download or read book Resource Guide to Airport Performance Indicators written by Robert A. Hazel and published by Transportation Research Board. This book was released on 2011 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Explores airport performance indicators (APIs) for use in benchmarking and performance measurement. These APIs are sorted by functional type and their criticality to the airport strategic plan. More than 800 performance indicators are presented in three main categories: Core, Key, and Other APIs. "Core" or fundamental indicators are important for overall operation of the airport and of interest to the Chief Executive Officer or governing board. "Key" or departmental indicators are important for the operations of key airport functions and departments. The remaining "Other" indicators are considered useful as secondary departmental unit performance indicators but not critical to the airport's overall function. The printed versions of ACRP Report 19A include a bound in CD (CRP-CD-94) of the Interactive Resource Guide that is identical to the pdf that is posted online."--Provided by publisher.

Download or read book Delivering Excellent Service Quality in Low Cost Aviation written by Rasmus Lindstrøm Jensen and published by . This book was released on 2009 with total page 97 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whereas the tangibles dimensions are perceived rather unimportant. However, the gap analysis shows that low cost carriers generally falls short in matching the expected in-flight service level among passengers, and significant gap differences is found between various passenger segments. Lastly, the importance-performance analysis has proven that the attributes of on-time departure, cleanliness and functionality of cabin facilities and promptness in request/complaint handling should be highly prioritized whereas attributes pertaining to the tangibles dimension are considered low priority elements. Based on the above results, a favorable in-flight service proposition is devised for low cost carriers which emphasize the notions of swiftness, tidiness and perceptiveness. Jointly the notions should guide the future tactical and strategic in-flight initiatives in order to obtain overall passenger satisfaction.

Download or read book Improving the Airport Customer Experience written by Bruce J. Boudreau and published by . This book was released on 2016 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description

Download or read book American Book Publishing Record written by and published by . This book was released on 2005 with total page 1132 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book A Practical Guide to Airline Customer Service written by Colin C. Law and published by BrownWalker Press. This book was released on 2018-04-16 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

Download or read book Tourism and Hospitality Marketing written by Simon Hudson and published by SAGE. This book was released on 2009-05-12 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: With over 70 global case studies and vignettes, this textbook covers all the key marketing principles applied to tourism and hospitality, showing how these concepts work in practice and demonstrating the diverse range of tourism and hospitality products on offer. Chapters are packed with pedagogical features that will help readers consolidate their learning, including: - Chapter objectives - Key terms - Discussion questions and exercises - Links to useful websites - Profiles of successful individuals and organizations Tourism and Hospitality Marketing is accompanied by a website that offers lecturers answers to the discussion questions and exercises in the book, case study questions, a test bank, PowerPoint slides and a list of additional teaching resources.

Download or read book Measuring and Managing Customers Expectations in the Airline Industry written by Jules Miller and published by Grin Publishing. This book was released on 2011 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Effect and Impact of Quality on the Delivery of an Airline Service written by Paul O'Grady and published by . This book was released on 2000 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Download or read book The British National Bibliography written by Arthur James Wells and published by . This book was released on 2006 with total page 1884 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Ready for Takeoff written by Charles E. Schlumberger and published by World Bank Publications. This book was released on 2014-10-02 with total page 259 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book identifies the premises and prerequisites of the low-cost carriers (LCC) model, and assesses whether it could be successful in less-developed countries, in particular in Sub-Saharan Africa. Specific attention is given to the impact of LCCs on traffic stimulation through lower fares, competition, and fare levels in the market.