IDENTIFYING SERVICE GAPS IN COMMERCIAL AIR TRAVEL: THE FIRST STEP TOWARD QUALITY IMPROVEMENT

One business segment that has been slow to adopt the idea of 'quality first' is the airline industry. The issue was first addressed in a 1988 article appearing in this journal. There, several conceptual models were developed to illustrate the government/passenger/management interactions that occur in air travel. Furthermore, the conflicting interests of each group were highlighted in general terms. This article builds upon that foundation by presenting the results of a recent survey that asked airline managers, passengers, and federal transportation officials to define quality air transportation from their respective points of view. The objective of the study was to examine and reconcile the different perspectives of each group, using specific air travel attributes.

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 00616638
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Nov 30 1991 12:00AM