...Anders Gustafsson; Fredrik Ekdahl; Bo Edvardsson The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the airline business. Many airline companies have lost track of the true...

.... Describes how, in many service sectors (e.g. airlines), the demographic profile of the consumer base has changed radically in recent years. Investigates differences between the perceptions and responses of demographic and product usage segments to the marketing communications of airlines, and demonstrates...

...Bo Edvardsson Presents the results of an empirical study of critical incidents in an airline. Describes and analyses service breakdowns from the customers′ point of view and thus creates a basis for “crisis management”. The discussion is based on interviews with 320 customers and 80 airline...

...Johan Olaisen; Øivind Revang How information technology is rapidly becoming necessary for achieving quality in the airline industry is focused on. Three levels of service quality management are proposed in a strategic model: the standard service system; a complex service system; and a sensitive...