AN EXAMINATION OF RELATIONSHIPS BETWEEN TRANSPORTATION COSTS AND SERVICE QUALITY IN THE U.S. DOMESTIC PASSENGER AIRLINE INDUSTRY. IN: PROCEEDINGS OF THE THIRTY-THIRD ANNUAL MEETING, TRANSPORTATION RESEARCH FORUM, OCTOBER 31 - NOVEMBER 2, 1991, NEW ORLEANS, LOUISIANA

This study addresses the issues of service quality and consumer costs as they pertain to the airline industry. It provides a brief overview of the proactive versus reactive service management distinction along with the research questions specifically tested in the research. This is followed by the methodology utilized to answer the research questions. After the results of the analyses, the overall conclusions and implications for airline management, governmental policymakers, and academicians are set forth.

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  • Corporate Authors:

    Transportation Research Forum

    1600 Wilson Boulevard, Suite 905
    Arlington, VA  United States  22209
  • Authors:
    • Ozment, J
    • Morash, E A
    • Clow, K E
  • Publication Date: 1991-11

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Filing Info

  • Accession Number: 00618634
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jan 31 1992 12:00AM