... of America European Union Customer services quality Airline service quality and the role it plays in a business strategy of differentiation, has therefore assumed greater importance in recent years. This is particularly noticeable on the higher yield international long haul routes where service...

... in the European Union, as well as issues for further research. © MCB UP Limited 2001 Immense efforts have been made to define quality in tourism – up to now with limited success (European Commission, 1999). The variety of product and service categories, the complex nature of the overall tourist...

... Med European Union Federal Express ICL Leadership Nissan UK Quality TQM Where change needs to take place across a number of local or national cultures, pacing the change and allowing local teams to shape their own initiatives is even more important. A significant proportion of Ashridge’s...