...Mahour Mellat Parast; Elham (Ellie) H. Fini Purpose This study aims to investigate the effect of productivity and quality on profitability in the US airline industry. Design/methodology/approach Airlines operations and performance data were used to determine the effect of productivity...

...Gour C. Saha; Theingi Purpose The purpose of this paper is to examine the relationships among the constructs of service quality, satisfaction, and behavioural intentions in passengers of three low‐cost carriers (LCCs) offering airline services in Thailand. Design/methodology/approach A large...

...Vinh Sum Chau; Yu‐Ying Kao Purpose This paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western expectations of airline service quality and delivery. Design/methodology/approach Data from 263...

...Siobhan Tiernan; Dawna L. Rhoades; Blaise Waguespack, Jr Purpose The purpose of this paper is to examine consumer perceptions of airline quality indicators and compare them to actual data reported by the Department of Transportation, in the USA and the Association of European Airlines (AEA...

...Jochen Wirtz; Loizos Heracleous; Nitin Pangarkar Purpose The purpose of this paper is to explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence in an efficient manner and achieve sustainable competitive...

...Dawna L. Rhoades; Blaise Waguespack, Jr Purpose This paper aims to review the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline quality performance on such key indicators as on‐time arrival...

...Michael Tsantoulis; Adrian Palmer Purpose This paper aims to investigate effects on service quality where an individual airline chooses to jointly market its services with other airlines under the umbrella of a co‐brand alliance. Concept combination theory would lead to an expectation that quality...

...Dawna L. Rhoades Purpose The purpose of this paper is to describe the success of Southwest Airlines in the USA Design/methodology/approach The paper outlines the history of Southwest since 1967 and how the airline set new standards in customer service and employee satisfaction while recording...

... study approach involving 16 in‐depth interviews with executives at Singapore Airlines and the Civil Aviation Authority of Singapore on their use of biometrics technologies with focus on the Fully Automated Seamless Travel project. Findings The potential for innovative technologies to foster...

...Jordan L. Le Bel Purpose To begin a merger of prior research on service quality and experience marketing and to integrate key concepts into a comprehensive managerial framework for experience marketing in the airline industry. Design/methodology/approach Key concepts and research from...

...Dawna L. Rhoades; Blaise Waguespack, Jr Purpose The purpose of this paper is to explore the changing face of airline quality by analyzing the reported service and safety data for the traditional and low cost carriers. Design/methodology/approach Data were gathered from Department...

...David Bamford; Tatiana Xystouri Purpose This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline. Design/methodology/approach An action research methodology was adopted. The research involved: a review of available service...

...Dawna L. Rhoades; Blaise P. Waguespack, Jr Although the terrorist attacks on 11 September 2001 can be blamed for a number of problems currently plaguing the US airline industry, their effect on the service and safety quality of post‐9/11 airlines is mixed. This study places current industry quality...

...Natalia Lorenzoni; Barbara R. Lewis This study investigates the attitudes and behaviour of airline front‐line personnel in Britain and Italy, in situations of service failure and recovery. Attitudes towards service recovery are explored through hypothetical scenarios in a questionnaire, and actual...

...Jochen Wirtz; Robert Johnston Singapore Airlines (SIA) is internationally recognized as one of the world’s leading carriers. This article details the results of a series of in‐depth interviews with SIA’s senior management on their views on what made SIA a service champion, and what it will take...

...Marco Antonio Robledo The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six...

...Fredrik Ekdahl; Anders Gustafsson; 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...

... service organization was built to succeed and continues to improve by applying quality management principles. The example presented is Southwest Airlines, whose employees see themselves not as an airline with great customer service but as a great customer service organization that happens to be an airline...

...David Clutterbuck; Walter Goldsmith Discusses case examples from organizations which reveal a customer focus. Examples cover retail, airlines, manufacturing and service firms. Places service and quality of service firmly in the forefront of competitive advantage. Considers factors...

...Ulla K. Bunz; Jeanne D. Maes In an era in which adapting to change means survival, it is important to study what successful organizations have done. While the airline industry in the USA has not made thriving financial headlines, one small company has been able to satisfy its customers completely...