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Title:

Improving Service Quality Using Quality Function Deployment: The Air Cargo Sector of China Airlines

Accession Number:

01055162

Record Type:

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Order URL: http://worldcat.org/oclc/31005945

Abstract:

Recent-rising crude oil prices have impacted on the development of the air-freight industry making improved service quality and competitiveness— pressing issues for management. To examine the performance of China Airlines this paper employs quality function deployment to integrate inside quality technology and the voice of outside consumers, and using “House of Quality” charts, illustrates the company's performance in terms of service and offer suggestions for improvement. The conclusion shows, in terms of outside consumer voice, the three main factors demanding improvement and the three in greatest need of improvement regarding quality technology.

Supplemental Notes:

Abstract reprinted with permission from Elsevier.

Language:

English

Authors:

Wang, Rong-Tsu

Pagination:

pp 221-228

Publication Date:

2007-7

Serial:

Journal of Air Transport Management

Volume: 13
Issue Number: 4
Publisher: Elsevier
ISSN: 0969-6997
OCLC: 31005945
Serial URL: http://www.sciencedirect.com/science/journal/09696997

Media Type:

Print

Features:

Figures (3) ; References; Tables (7)

Uncontrolled Terms:

Geographic Terms:

Subject Areas:

Aviation; Freight Transportation; Geotechnology

Files:

TRIS

Created Date:

Aug 17 2007 9:33PM

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