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 Research Anthology on Reliability and Safety in Aviation Systems Spacecraft and Air Transport written by Management Association, Information Resources and published by IGI Global. This book was released on 2020-09-24 with total page 1601 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Routledge Companion to Air Transport Management written by Nigel Halpern and published by Routledge. This book was released on 2018-01-31 with total page 662 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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).
Download or read book Measuring and Managing Quality Costs written by Shahid L. Ansari and published by McGraw-Hill/Irwin. This book was released on 1997 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Measure What Matters to Customers written by Ronald J. Baker and published by John Wiley & Sons. This book was released on 2007-01-29 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Customer Satisfaction Measurement and Management written by Earl Naumann and published by Thomson South-Western. This book was released on 1995 with total page 488 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Measuring Business Excellence written by Gopal K. Kanji and published by Routledge. This book was released on 2012-10-12 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Fundamentals of Service Systems written by Jorge Cardoso and published by Springer. This book was released on 2015-12-12 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book The Evolution of Yield Management in the Airline Industry written by Ben Vinod and published by Springer Nature. This book was released on 2021-05-28 with total page 417 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Managing Customer Value written by Bradley Gale and published by Simon and Schuster. This book was released on 2009-11-24 with total page 453 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Download or read book Smart and Sustainable Operations Management in the Aviation Industry written by Turan Paksoy and published by CRC Press. This book was released on 2024-09-18 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ongoing impact of Industry 4.0 and disruptive technologies has transformed conventional supply chains into globally connected collaborative networks. As supply chains become flexible, agile, and digital structures, the planning and operation phases of the key business processes become more complex. This book presents state-of-the-art chapters on smart and sustainable supply chain management in the aviation industry. The aviation industry is one of the main industries affected by the rapid transformation initiated by the Fourth Industrial Revolution. Disruptive technologies, such as artificial intelligence, augmented reality, advanced sensor systems, and autonomous robots, are shaping the future of the aviation industry. In this sense, conventional aviation operations are being replaced by innovative ones, and aviation companies need to switch their business models. This transformation is required due to the increasing economic, environmental, and social concerns.Smart and Sustainable Operations Management in the Aviation Industry: A Supply Chain 4.0 Perspective addresses these changes in the aviation industry. This book covers a wide range of topics, including key business operations in aviation, productivity improvement strategies in the aviation industry, and promising applications of disruptive technologies for aviation companies.
Download or read book Strategic Human Resource Management A Balanced Approach written by Paul Boselie and published by McGraw Hill. This book was released on 2024-05-07 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: The highly anticipated third edition of Strategic Human Resource Management offers a fresh perspective on SHRM. Bringing together a wealth of expertise in HRM, Work and Organizational Psychology and Organizational Behaviour, the authors provide a balanced approach to structuring and solving real-life HR issues in organizations. This new edition aligns Human Resource practices with both the internal and external organizational context and takes a critical perspective on economics, sustainability, psychology, sociology, and industrial relations. Its unique multi-level approach includes the individual employee, teams, business units, organizations, sectors, and countries to build a more balanced people management value chain. New additions: • New chapter on Career Development • New Activity Boxes to encourage practical application of theory • New case studies throughout, including Google, easyJet and Ikea • Major revisions to chapters to highlight sustainable career development, employability, digitalization, and diversity • Major update of the scientific literature references Key Features: • Cases and Discussion Questions provide real-world scenarios and issues to illustrate contemporary HR issues in practice • Stop and Reflect Boxes throughout each chapter are designed to encourage students to critically evaluate topics and issues raised and how they can be applied to real-life situations • Personal Development Boxes help students think about how to link theoretical concepts with the development of personal skills appropriate to effective HRM • Experiential Exercises present ‘Individual’ and ‘Team’ tasks that can be used as in-class exercises encouraging students to learn from direct experiences Paul Boselie is Professor in Public Administration & Organization Science at Utrecht University, the Netherlands. His research traverses human resource management, institutionalism, strategic management and industrial relations. Beatrice van der Heijden is Professor in Strategic Human Resource Management at Radboud University, the Netherlands, and Head of the SHRM Department. Her research and teaching are focused on strategic human resource management, sustainable careers, employability, and aging at work.
Download or read book Production Operations Management written by Upendra Kachru and published by Excel Books India. This book was released on 2009 with total page 848 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes a pedagogical approach that is participative and interactive, involving the case study method of learning. Chapters start with an Indian case study of a well known company. This is used as a capstone case for the chapter. The student will find this an easy learning experience as data and additional information for these enterprises is readily available. The selection of such cases makes classroom learning truly suited to the Indian business environment.The value driven approach to Operations Management is used in structuring the text into three modules. The first module discusses the infrastructure function of Operations Management. Infrastructure function is considered to be product, process, capacity and location. Module Two describes the structure of the operations function. This includes quality and other product transformation processes. Module Three focuses on the organization, people and processes i.e. the job, the work, and the workplace. In addition, most of the mathematical techniques have been separated into supplements attached to the relevant chapters. Software solutions for the techniques have been explained in the text. Every mathematical technique is exemplified with a number of solved problems. Unlike many Production and Operations Management texts, this book covers E-commerce, Industrial Safety, Maintenance, Environmental Management (Green Productivity) and new technological trends in the discipline. These sections should add to the significance of exploring how firms can gain competitive advantage and promote sustainable development at the same time. The last section of the book comprises of a selection of cases from The Indian Institute of Management at Ahmedabad. The cases encompass the entire spectrum of Indian Industry the private and the public sectors, professional and family managed business organizations, service and manufacturing industries, single industry and conglomerates. The cases relate to Operations Strategy, Supply Chain Management, Capacity Planning, New Products, Manufacturing Technologies, etc. The Case Studies are of world class. Prof. Tirupati, one of the authors of the case studies, according to Management Science, has penned one of the top 100 management articles in the 50 years.The book is comprehensive, lucid and easy to read and understand. It should be of great value both to students and faculty.
Download or read book Revenue Management for Service Organizations written by Paul Rouse and published by Business Expert Press. This book was released on 2011-01-22 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book places revenue management at the forefront of management accounting with cost management and performance measurement in supporting roles. Revenue management introduces new ideas such as yield management, while uniting previously disparate subjects such as project management, capacity costing, and the theory of constraints. Methods of pricing and their associated strategies are included as well as techniques for segmenting consumer markets.
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 Air Cargo Management written by Michael Sales and published by Routledge. This book was released on 2016-12-16 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: Air Cargo Management provides a comprehensive and lively overview of the air cargo industry, which is both economically and strategically important in the field of logistics, world trade and supply chain management. This new edition builds on the success of the previous edition, focusing on the role of air freight in the global supply chain, including areas such as: the main players in the industry; regulations and restrictions; and terrorism management. Updates to this edition include: the role of E-Commerce and its changing influence on the industry; a new chapter on crime, security and terrorism; updated case studies, and new contributors providing professional insight from the industry. Enriched throughout with international case studies and contributions from industry experts, Air Cargo Management provides a practical approach. It is the perfect companion for undergraduate students studying air logistics, transportation logistics, air cargo and supply chain management. Professionals and managers in the field will also find Sales’ easy style and industry insights useful and applicable to their practice.
