THE COST-CONSTRAINED GLOBAL AIRLINE INDUSTRY ENVIRONMENT: WHAT IS QUALITY?

This analysis embodies one important caveat: managing quality in a service industry such as the global airline industry requires an increased understanding of what constitutes quality. Interesting, is how so many of us are able to eloquently pontificate about what must be done to make quality more of the norm within service industries. And heard more frequently is the suggestion that the individual company that finally acquires that critical understanding of what quality is as defined by its customers, is more likely to succeed than another. The real challenge requires an ability to differentiate service quality in an environment of increased competition, cyclical revenue growth, and pervasive cost constraints. Management's planning efforts will be the key determinant of ultimate success or failure in this arena.

• Record URL:
  https://hdl.handle.net/2027/uc1.c101121970?urlappend=%3Bseq=631
• Corporate Authors:

  Eno Transportation Foundation

  44211 Slatestone Court
  Lansdowne, VA  United States  22075
• Authors:
  • Butler, G F
  • Keller, M R
• Publication Date: 1992-10

Language

• English

Media Info

• Features: Figures;
• Pagination: p. 599-618
• Serial:
  • Transportation Quarterly
  • Volume: 46
  • Issue Number: 4
  • Publisher: Eno Transportation Foundation
  • ISSN: 0278-9434

Subject/Index Terms

• TRT Terms: Airlines; Competition; Customer service; Quality of service
• Subject Areas: Aviation;

Filing Info

• Accession Number: 00633831
• Record Type: Publication
• Files: TRIS
• Created Date: Jul 9 1993 12:00AM