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 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 Delivering Excellent Service Quality in Aviation written by Mario Kossmann and published by Ashgate Publishing, Ltd.. This book was released on 2006 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality, offering them a step-by-step and easy to understand framework they can follow. In addition, those service providers that are already proactively managing their service quality can easily adapt the framework to complement their current way of controlling it.
Download or read book Evaluation of Supply Chain Performance written by Liliana Avelar-Sosa and published by Springer. This book was released on 2018-06-30 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides some regional aspects considered by manufacturing firms in their decisions to gain competitiveness and have effects on the performance of their supply chains (SC). Some of the main aspects considered are: government's policies, fixed costs, the availability and quality of infrastructure services. This book also discusses the risks for the SC; based on a perception approach, some aspects studied are: demand, suppliers and production processes and how these are related to other elements of the SC. The authors use structural modeling to analyze the evaluation of some manufacturing practices and their impact on customer service satisfaction, agility and flexibility of the SC. The context of this study is immersed in the Mexican manufacturing industry of exportation, also known as maquiladora industry of Ciudad Juarez, México. This borderland is among the top 10 manufacturing Mexican cities. World class industries are located in this region and have been recognized around the world for their competitiveness and high performance. Therefore, the methods and results exposed in this book may be valuable and useful for readers and researchers of the SC worldwide.
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 The SAGE Encyclopedia of Quality and the Service Economy written by Su Mi Dahlgaard-Park and published by SAGE Publications. This book was released on 2015-05-29 with total page 992 pages. Available in PDF, EPUB and Kindle. Book excerpt: Society, globally, has entered into what might be called the “service economy.” Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. “Quality management” has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.
Download or read book Effect of Service Quality on Air Passenger s Overall Satisfaction written by Diana Eteiwi and published by LAP Lambert Academic Publishing. This book was released on 2011-04 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: Investigation the effects of service quality, satisfaction with the service recovery, value, image, & price on passenger's overall satisfaction &loyalty by developed & analyzed three models. Using statistical analysis, Model I shows that in flight services, reservation & ticketing, flight availability, reliability, employee services, airport services & satisfaction with the web site & e-services positively affect passenger satisfaction & passenger satisfaction positively affects both behavioral & attitudinal loyalty. While, Model II reveals that service recovery, price, value,& image positively affect passenger satisfaction while image & passenger satisfaction, & service recovery positively affect directly behavioral loyalty. Finally, Model III that in that in-flight services & reservation & ticketing, airport services & employee services, reliability & flight availability, image,& value positively affect passenger satisfaction & passenger satisfaction in return affects cognitive loyalty of the airline passengers. In conclusion the developed models shall provide important feed back to decision makers who are responsible for the airlines industry in Jordan.
Download or read book Straight and Level written by Stephen Holloway and published by Routledge. This book was released on 2016-12-14 with total page 845 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition of Straight and Level thoroughly updates the previous edition with extensive comments on recent industry developments and emerging business models. The discussion is illustrated by current examples drawn from all sectors of the industry and every region of the world. The fundamental structure of earlier editions, now widely used as a framework for air transport management courses, nonetheless remains unchanged. Part 1 of the book provides a strategic context within which to consider the industry's economics. Part 2 is built around a simple yet powerful model that relates operating revenue to operating cost; it examines the most important elements in demand and traffic, price and yield, output and unit cost. Part 3 probes more deeply into three critical aspects of capacity management: network management; fleet management; and revenue management. Part 4 concludes the book by exploring relationships between unit revenue, unit cost, yield, and load factor. Straight and Level has been written primarily for masters-level students on aviation management courses. The book should also be useful to final year undergraduates wanting to prepare for more advanced study. Amongst practitioners, it will appeal to established managers moving from functional posts into general management. More broadly, anyone with knowledge of the airline industry who wants to gain a deeper understanding of its economics at a practical level and an insight into the reasons for its financial volatility should find the book of interest.
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 1990 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.
Download or read book The Effect of Service Quality and Price in International Airline Competition written by and published by . This book was released on 2006 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Three Essays on the Impact of Competition and Certification Programs on Price and Service Quality in Airlines and Online Markets written by Shuang Wang and published by . This book was released on 2020 with total page 86 pages. Available in PDF, EPUB and Kindle. Book excerpt: "My dissertation proposal consists of three essays in Industrial Organization. The first chapter estimates the price and quality effects of an airline alliance between United Airline (UA) and US Airways (US). The second and third chapters both study the certification program on Taobao.com, the largest online market in China. The first chapter is titled "Price and Quality Effects of Codesharing Agreements: Evidence from United Airlines and US Airways". This paper investigates the price and quality effects of the codesharing agreements between UA and US on ticket level using a triple difference model. I find that market fares in UA/US codesharing markets on average decrease relative to the non-codesharing markets. Further, there is an incremental negative effect on codeshring tickets, which is mainly driven by the virtual codeshare. However, the evidence on service quality in terms of connection is very interesting. The quality in UA/US codesharing markets on average declines relative to the non-codesharing markets. Moreover, regardless of the codesharing type, the alliance has a significantly negative effect on service quality. The passengers of traditional codeshared flights are harmed most by the alliance due to both relatively higher market fare and a longer distance traveled. Consumers in online markets rely on consumer-based ratings and other reputation signals to obtain information about product quality and seller performance. However, the volume of information is overwhelming, and it is time consuming to sift through all of it. The second chapter, titled "The Welfare Effects of Summary Information: Taobao's Golden Seller Certification" (coauthored with Pinshuo Wang), studies the valuation of Golden Seller certification, a badge that summarizes information, using data collected from the smart phone markets on Taobao. We use a structural model to evaluate the overall effects of the Golden Seller certification on consumer welfare and seller profits. Our results reveal that the Golden Sellers charge a relatively lower price but have a significant higher sales volume. Additionally, our demand estimation and counterfactual simulation suggest that consumer welfare improves because of the new information as well as the added convenience and accessibility of the existing information conveyed in the badge. Meanwhile, Golden Sellers, or high-quality sellers, benefit from the certification substantially while the other sellers are only slightly worse off. These results suggest that the certification enhances market efficiency and expands market. Sellers with the Golden Seller badge generally have an advantage that allows them to earn more revenue and higher profits. However, the proportion of Golden Sellers is very limited. The third chapter, titled "Reputation, Seller Attributes and Return to Reputational Certification", studies what types of seller attributes increase the likelihood of receiving such certification. To answer this question, I evaluate the impact of the seller's scope, size and targeting population on the likelihood to win the Golden Seller certification using data collected from the smartphone markets on Taobao. The results from OLS model and propensity score matching suggest that a larger scope is associated with a lower probability to gain the badge, while the seller size is positively correlated with the probability to win. Sellers targeting high-income consumers are more likely to gain the certification. In addition, I estimate the impacts of the seller attributes on the return to the certification. My results demonstrate that daily sales revenue is significantly higher for Golden Sellers exhibiting larger scope or larger size or targeting high-income consumers relative to other Golden Sellers"--Author's abstract.
Download or read book Managing Services written by Alan Nankervis and published by Cambridge University Press. This book was released on 2005-10-27 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. Services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.
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 Do Low Quality Products Affect High Quality Entry Multiproduct Firms and Nonstop Entry in Airline Markets written by Abraham Dunn and published by BiblioGov. This book was released on 2013-06 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt: This paper studies the effect of product ownership and quality on nonstop entry in the airline industry. Specifically, this paper empirically examines the decision of an airline to offer high quality nonstop service between cities given that the airline may or may not be offering lower quality one-stop service. I find that airlines that offer one-stop service through a hub are less likely to enter that same market with nonstop service than those that do not. In addition, the quality of the one-stop service is an important determinant of entry. Airlines are more likely to enter a market with nonstop service if their own or their rival'.s one-stop service in the market are of lower quality. Estimates suggest that the entry of a rival nonstop carrier diminishes the probability a carrier enters the market with nonstop service. However, airlines offering one-stop service respond differently to nonstop rivals. In particular, relative to other carriers, those offering one-stop service are more likely to enter markets if there are nonstop rivals, suggesting that cannibalization effects are diminished in the presence of nonstop competition.
Download or read book Handbook of Regulatory Authorities written by Maggetti, Martino and published by Edward Elgar Publishing. This book was released on 2022-08-12 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: Featuring a comprehensive analytical collection of interdisciplinary research on regulatory authorities, this innovative Handbook combines contributions from leading scholars and regulatory practitioners to present the fundamental theoretical concepts, empirical achievements and challenges in the contemporary study of regulatory authorities.
Download or read book Technological Solutions for Modern Logistics and Supply Chain Management written by Luo, ZongWei and published by IGI Global. This book was released on 2013-01-31 with total page 402 pages. Available in PDF, EPUB and Kindle. Book excerpt: Technological Solutions for Modern Logistics and Supply Chain Management highlights theories and technological growth in applied research as well as advances in logistics, supply chains, and industry experiences. Aiming to enhance the expansions made towards an efficient and sustainable economy, this book is essential for providing researchers, practitioners and academicians with insight into a wide range of topics.
Download or read book Complex Service Delivery Processes written by Jean Harvey and published by Quality Press. This book was released on 2021-10-01 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.
