Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry

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Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry

Calvin Monroe
Challenging in Delivering Quality Services Balancing Customer Expectations and Perceptions in Airline Industry Book PDF

Author : Calvin Monroe
Publisher : GRIN Verlag
Page : 57 pages
File Size : 51,7 Mb
Release : 2014-02-28
Category : Business & Economics
ISBN : 9783656605317

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Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry by Calvin Monroe Pdf

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.

Challenging in Delivering Quality Services

Calvin Monroe
Challenging in Delivering Quality Services Book PDF

Author : Calvin Monroe
Publisher : Unknown
Page : 60 pages
File Size : 48,7 Mb
Release : 2014-03
Category : Electronic
ISBN : 3656605335

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Challenging in Delivering Quality Services by Calvin Monroe Pdf

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

Delivering Quality Service

Valarie A. Zeithaml,A. Parasuraman,Leonard L. Berry
Delivering Quality Service Book PDF

Author : Valarie A. Zeithaml,A. Parasuraman,Leonard L. Berry
Publisher : Simon and Schuster
Page : 248 pages
File Size : 43,8 Mb
Release : 1990
Category : Customer service
ISBN : 9780029357019

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Delivering Quality Service by Valarie A. Zeithaml,A. Parasuraman,Leonard L. Berry Pdf

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Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era

Catenazzo, Giuseppe
Challenges and Opportunities for Transportation Services in the Post COVID 19 Era Book PDF

Author : Catenazzo, Giuseppe
Publisher : IGI Global
Page : 268 pages
File Size : 55,8 Mb
Release : 2022-05-06
Category : Business & Economics
ISBN : 9781799888420

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Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era by Catenazzo, Giuseppe Pdf

During the pandemic, transportation industries have heavily suffered from the overall lack of passengers. A substantial share of employees have has been laid-off, and others have turned to different industries. As mass vaccinations begin worldwide, movement restrictions will continue to evolve and disappear in the months to come, and new opportunities and challenges for transportation industries must be considered in a post-pandemic world. Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era explores the challenges and the new directions to match travelers’ needs in a post-COVID-19 world and illustrates several methodological applications in transportation to inspire scholars, researchers, and developers to further their efforts in boosting the design and use of sustainable mobility. Covering a range of topics such as green resilience and sustainability, it is ideal for transportation service managers, government officials, developers, engineers, decision- makers, analysts, academicians, researchers, instructors, and students.

Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector

Panwar, Upendra Singh
Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector Book PDF

Author : Panwar, Upendra Singh
Publisher : IGI Global
Page : 492 pages
File Size : 45,8 Mb
Release : 2016-04-11
Category : Business & Economics
ISBN : 9781522501442

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Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector by Panwar, Upendra Singh Pdf

Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the global economy. As such, the effective management of this sector has become a widely studied topic. The Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector is an authoritative reference source for the latest research on emerging methods for innovative service design and delivery, examining how growing customer expectations and global competition has influenced this industry. Featuring quality factors, marketing tools, and the effects of consumer behavior, this publication is ideally suited for researchers, professionals, and academicians actively involved in the service industry.

Strategic Market Management

David A. Aaker,Christine Moorman
Strategic Market Management Book PDF

Author : David A. Aaker,Christine Moorman
Publisher : John Wiley & Sons
Page : 406 pages
File Size : 54,9 Mb
Release : 2017-09-18
Category : Business & Economics
ISBN : 9781119392200

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Strategic Market Management by David A. Aaker,Christine Moorman Pdf

Strategic Market Management, helps managers identify, implement, prioritize, and adapt market-driven business strategies in dynamic markets. The text provides decision makers with concepts, methods, and procedures by which they can improve the quality of their strategic decision-making. The 11th Edition provides students in strategic marketing, policy, planning, and entrepreneurship courses with the critical knowledge and skills for successful market management, including strategic analysis, innovation, working across business units, and developing sustainable advantages.

Economic Outlook for Southeast Asia, China and India 2023 Reviving Tourism Post-Pandemic

OECD
Economic Outlook for Southeast Asia China and India 2023 Reviving Tourism Post Pandemic Book PDF

Author : OECD
Publisher : OECD Publishing
Page : 264 pages
File Size : 48,9 Mb
Release : 2023-03-31
Category : Electronic
ISBN : 9789264782129

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Economic Outlook for Southeast Asia, China and India 2023 Reviving Tourism Post-Pandemic by OECD Pdf

The 2023 edition discusses the region’s economic outlook and macroeconomic challenges at a time of great uncertainty and a slowdown of the global economy, in particular owing to inflationary pressures, capital flow volatility and supply-side bottlenecks. The thematic chapters focus on reviving tourism after the pandemic.

Listen First!

Stephen D. Rappaport
Listen First Book PDF

Author : Stephen D. Rappaport
Publisher : John Wiley & Sons
Page : 320 pages
File Size : 55,8 Mb
Release : 2011-03-16
Category : Business & Economics
ISBN : 9781118033746

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Listen First! by Stephen D. Rappaport Pdf

LISTEN FIRST! Shhh... Listen. Hear that? That's the sound of your business. The conversations taking place online and in the marketplace tell you nearly everything you need to know about your company and your customers what people are saying about you, how they use your products, whether they'll buy or recommend your product, and how they respond to your marketing and advertising. Listening provides unrivaled insight. If you do it right, you'll have a decisive edge over your competition as you adapt faster to customer needs and market changes. Listening is ultimately about gaining business advantage. Based on authoritative research from the Adver-tising Research Foundation, Listen First! delivers a playbook for marketing and advertising success-fully in our conversational era. This book explains what listening is, how to do it, how it's used, and where it's headed. Done well, social media listening uncovers pivotal insights that guide marketing as well as product development, customer service, and just about all business functions that touch customers and other stakeholders. You'll learn the tools, winning plays, and proven tactics for listening so that you can: Understand what customers are thinking, feeling, and doing in their lives that affect demand and interest in your products or services Identify threats to your reputation See how customers position competing brands in their minds, not as advertisers position them Sense market shifts that threaten existing business or present new opportunities Develop new products or refine your current lineup by bringing customer voices into R&D, innovation, and concept testing Make your messages more relevant and sharpen targeting by directing messages to people according to their conversational interests Keep sales humming, even when business conditions might be unfavorable or better predict short-term sales based on the volume and specifics of conversational activity Determine competitors' strengths and weaknesses Plan and buy advertising based on where conversations are happening Organize your company to maximize listening's value across all its departments Listen First! gives you evidence, research, and expert viewpoints that will enable you to take advantage of listening and build your business over the short term and for the long haul. If you want your company to have a sustainable business advantage in an uncertain world, it is time to start and act on listening.

Airline Marketing and Management

Stephen Shaw
Airline Marketing and Management Book PDF

Author : Stephen Shaw
Publisher : Taylor & Francis
Page : 379 pages
File Size : 47,6 Mb
Release : 2020-09-10
Category : Business & Economics
ISBN : 9781000109658

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Airline Marketing and Management by Stephen Shaw Pdf

Through six previous editions, Airline Marketing and Management has established itself as the leading textbook for students of marketing and its application to today's airline industry, as well as a reference work for those with a professional interest in the area. Carefully revised, the seventh edition of this internationally successful book examines an exceptionally turbulent period for the industry. It features new material on: *Changes in customer needs, particularly regarding more business travellers choosing - or being forced - to travel economy, and analysis of the bankruptcy of 'All Business Class' airlines. * An explanation of the US/EU 'Open Skies' agreement and analysis of its impact. *The increase in alliance activity and completion of several recent mergers, and the marketing advantages and disadvantages that have resulted. * Product adjustments that airlines must make to adapt to changes in the marketing environment, such as schedule re-adjustments and the reconfiguration of aircraft cabins. *Changes in pricing philosophies, with, for example, airlines moving to 'A La Carte' pricing, whereby baggage, catering and priority boarding are paid for as extras. *Airline websites and their role as both a selling and distributing tool. *The future of airline marketing. A review of the structure of the air transport market and the marketing environment is followed by detailed chapters examining business and marketing strategies, product design and management, pricing and revenue management, current and future distribution channels, and selling, advertising and promotional policies. The reader will benefit from greater understanding of both marketing and airline industry jargon and from knowledge obtained regarding the extraordinary strategic challenges now facing aviation. Written in a straightforward, easy-to-read style and combining up-to-date and relevant examples drawn from the worldwide aviation industry, this new edition will further enhance the book's reputation for providing the ideal introduction to the subject.

Service Management

John R. Bryson,Jon Sundbo,Lars Fuglsang,Peter Daniels
Service Management Book PDF

Author : John R. Bryson,Jon Sundbo,Lars Fuglsang,Peter Daniels
Publisher : Springer Nature
Page : 294 pages
File Size : 45,9 Mb
Release : 2020-11-26
Category : Business & Economics
ISBN : 9783030520601

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Service Management by John R. Bryson,Jon Sundbo,Lars Fuglsang,Peter Daniels Pdf

This textbook offers a fully integrated approach to the theory and practice of service management, exploring the operational dynamics, management issues and business models deployed by service firms. It builds on recent developments in service science as an interdisciplinary research area with emphasis on integration, adaptability, optimization, sustainability and rapid technological adoption. The book explores seven fundamental processes that are key to successfully managing service businesses, helping students gain insights into: how to manage service businesses, with coverage of both small firms and large transnationals service business models, operations and productivity managing service employees how service firms engage in product and process innovation marketing, customers and service experiences internationalization of service businesses the ongoing servitization of manufacturing This unique textbook is an ideal resource for upper undergraduate and postgraduate students studying service businesses and practitioners.

Gower Handbook of Customer Service

Peter Murley
Gower Handbook of Customer Service Book PDF

Author : Peter Murley
Publisher : Gower Publishing, Ltd.
Page : 660 pages
File Size : 52,5 Mb
Release : 1997
Category : Business & Economics
ISBN : 0566076888

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Gower Handbook of Customer Service by Peter Murley Pdf

This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.

The Service Profit Chain

James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
The Service Profit Chain Book PDF

Author : James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
Publisher : Simon and Schuster
Page : 345 pages
File Size : 46,6 Mb
Release : 1997-04-10
Category : Business & Economics
ISBN : 9781439108307

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The Service Profit Chain by James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger Pdf

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.

The Moving Edge

Martha C. Monroe,Martha L. Monroe,Alison W. Bowers,L. Annie Hermansen
The Moving Edge Book PDF

Author : Martha C. Monroe,Martha L. Monroe,Alison W. Bowers,L. Annie Hermansen
Publisher : Unknown
Page : 44 pages
File Size : 53,5 Mb
Release : 2003
Category : Cities and towns
ISBN : WISC:89081606907

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The Moving Edge by Martha C. Monroe,Martha L. Monroe,Alison W. Bowers,L. Annie Hermansen Pdf

To better understand the wildland-urban interface across the 13 Southern States and to identify issues to be covered in the USDA Forest Service report, "Human Influences on Forest Ecosystems: The Southern Wildland-Urban Interface Assessment," 12 focus groups were conducted in 6 of the Southern States in May and June 2000. The groups were guided through a series of questions that enabled them to describe the interface in their region, list the factors that are driving change, and the key issues associated with the interface. The groups also discussed the challenges and opportunities in the interface and what they need to do a better job

Handbook of Research on Managing and Influencing Consumer Behavior

Kaufmann, Hans-Ruediger
Handbook of Research on Managing and Influencing Consumer Behavior Book PDF

Author : Kaufmann, Hans-Ruediger
Publisher : IGI Global
Page : 573 pages
File Size : 44,9 Mb
Release : 2014-10-31
Category : Business & Economics
ISBN : 9781466665484

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Handbook of Research on Managing and Influencing Consumer Behavior by Kaufmann, Hans-Ruediger Pdf

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.

Building Great Customer Experiences

Colin Shaw,John Ivens
Building Great Customer Experiences Book PDF

Author : Colin Shaw,John Ivens
Publisher : Springer
Page : 291 pages
File Size : 45,9 Mb
Release : 2002-09-13
Category : Business & Economics
ISBN : 9780230554719

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Building Great Customer Experiences by Colin Shaw,John Ivens Pdf

This book is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of compelling examples and cases the authors show that this is key for all companies and organisations.