SEMANTICS? SERVICE VERSUS PRODUCT IN AIR TRANSPORT

In this article, the author looks at how air transportation companies make little distinction between the words “service” and “product”, and how this lends insight into the success or failure of a carrier. The author relates that successful carriers adhere to a service identity that is visible to both employees and customers, while those carriers who are struggling fail to differentiate between service and product and end up promoting a product rather than a service. Examples of how different carriers promote their business are provided to support the author’s thesis.

Language

  • English

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 01005258
  • Record Type: Publication
  • Source Agency: UC Berkeley Transportation Library
  • Files: BTRIS, TRIS
  • Created Date: Oct 14 2005 8:23AM