Measuring and Managing Customers ́ Expectations in the Airline Industry

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Publisher : Grin Publishing
ISBN 13 : 9783656035992
Total Pages : 40 pages
Book Rating : 4.0/5 (359 download)

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Book Synopsis Measuring and Managing Customers ́ Expectations in the Airline Industry by : Jules Miller

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.

The Routledge Companion to Air Transport Management

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Publisher : Routledge
ISBN 13 : 1317247353
Total Pages : 440 pages
Book Rating : 4.3/5 (172 download)

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Book Synopsis The Routledge Companion to Air Transport Management by : Nigel Halpern

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 440 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).

Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport

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Publisher : IGI Global
ISBN 13 : 1799853586
Total Pages : 1601 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Research Anthology on Reliability and Safety in Aviation Systems, Spacecraft, and Air Transport by : Management Association, Information Resources

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.

Measure What Matters to Customers

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Publisher : John Wiley & Sons
ISBN 13 : 0470056274
Total Pages : 210 pages
Book Rating : 4.4/5 (7 download)

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Book Synopsis Measure What Matters to Customers by : Ronald J. Baker

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.

Customer Satisfaction Measurement and Management

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Publisher : Thomson South-Western
ISBN 13 : 9780538844390
Total Pages : 488 pages
Book Rating : 4.8/5 (443 download)

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Book Synopsis Customer Satisfaction Measurement and Management by : Earl Naumann

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.

Improving the Airport Customer Experience

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Publisher :
ISBN 13 : 9780309375580
Total Pages : 230 pages
Book Rating : 4.3/5 (755 download)

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Book Synopsis Improving the Airport Customer Experience by : Bruce J. Boudreau

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

The Evolution of Yield Management in the Airline Industry

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Publisher : Springer Nature
ISBN 13 : 3030704246
Total Pages : 417 pages
Book Rating : 4.0/5 (37 download)

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Book Synopsis The Evolution of Yield Management in the Airline Industry by : Ben Vinod

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.

Measuring Business Excellence

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Publisher : Routledge
ISBN 13 : 1134514816
Total Pages : 280 pages
Book Rating : 4.1/5 (345 download)

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Book Synopsis Measuring Business Excellence by : Gopal K. Kanji

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.

Managing Customer Value

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Publisher : Simon and Schuster
ISBN 13 : 143918836X
Total Pages : 453 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis Managing Customer Value by : Bradley Gale

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.

How Airports Measure Customer Service Performance

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Publisher : Transportation Research Board
ISBN 13 : 0309271002
Total Pages : 103 pages
Book Rating : 4.3/5 (92 download)

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Book Synopsis How Airports Measure Customer Service Performance by : Lois S. Kramer

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.

Production & Operations Management

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Publisher : Excel Books India
ISBN 13 : 9788174465061
Total Pages : 848 pages
Book Rating : 4.4/5 (65 download)

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Book Synopsis Production & Operations Management by : Upendra Kachru

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.

Fundamentals of Service Systems

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Publisher : Springer
ISBN 13 : 3319231952
Total Pages : 378 pages
Book Rating : 4.3/5 (192 download)

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Book Synopsis Fundamentals of Service Systems by : Jorge Cardoso

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.

Strategic Human Resource Management: A Balanced Approach

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Publisher : McGraw Hill
ISBN 13 : 1526849526
Total Pages : 361 pages
Book Rating : 4.5/5 (268 download)

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Book Synopsis Strategic Human Resource Management: A Balanced Approach by : Paul Boselie

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.

Proceedings of IAC-MEM 2015

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Publisher : Czech Institute of Academic Education z.s.
ISBN 13 : 8090579132
Total Pages : 288 pages
Book Rating : 4.0/5 (95 download)

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Book Synopsis Proceedings of IAC-MEM 2015 by : collective of authors

Download or read book Proceedings of IAC-MEM 2015 written by collective of authors and published by Czech Institute of Academic Education z.s.. This book was released on 2015-07-05 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Changing Planes

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Publisher : Routledge
ISBN 13 : 0429870728
Total Pages : 261 pages
Book Rating : 4.4/5 (298 download)

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Book Synopsis Changing Planes by : Stephen Holloway

Download or read book Changing Planes written by Stephen Holloway and published by Routledge. This book was released on 2018-08-20 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: Published in 1998. The airline Industry has always been dynamic, innovative and challenging. While the dynamism has in the past tended to arise on the production side, a torrent of change on the commercial side is being unleashed by regularity liberalization. The magnitude and rate of change are also greater than anything previously encountered in the industry. This work is concerned with two distinct yet related transitions. The first is general, potentially affecting the strategic management of all types of company-notably, but not exclusively, in North America, Europe, Latin America, and parts of Asia. It is a transition to a new paradigm of strategic management in the growing number of airlines which participate in liberalized and increasingly competitive markets.

Brand Equity Management In The Airline Industry

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Publisher : Akademisyen Kitabevi
ISBN 13 : 6258037380
Total Pages : 20 pages
Book Rating : 4.2/5 (58 download)

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Book Synopsis Brand Equity Management In The Airline Industry by : Eren SEZGEN

Download or read book Brand Equity Management In The Airline Industry written by Eren SEZGEN and published by Akademisyen Kitabevi. This book was released on 2021-11-26 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Journal of Tourism Studies

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Publisher :
ISBN 13 :
Total Pages : 182 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis The Journal of Tourism Studies by :

Download or read book The Journal of Tourism Studies written by and published by . This book was released on 2005 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: