Service Quality in Airlines
Tourism EconomicsPublished 1 March 1995
Chris Witt, A.P. Mühlemann
Citations18
SJR quartileQ1
SJR score1.03
SNIP1.59
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Abstract
This paper identifies some of the problems facing airlines in attempting to deliver a quality service. It goes on to examine reported case material which outlines how a variety of organizations have successfully managed a number of these problems. These cases are analysed in the context of a set of guidelines proposed for the successful adoption of a total quality culture in tourism. Finally a framework is developed by which airlines can manage service quality in a far more effective and efficient manner.
Keywords
Business, Management and Accounting