...Rishi Dwesar; Debajani Sahoo Purpose Increased global air travel and competition in the airline industry entail better service delivery and failure management. This study examines how airline type, failure criticality and the traveller's culture influence travellers' airline evaluations of service...

...Professor Simone Guercini; Fotis Misopoulos; Miljana Mitic; Alexandros Kapoulas; Christos Karapiperis Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer...

... on assignments. A pilot empirical research initiative was launched to determine the linkage between safety missions and safety behavior in the airline industry. Design/methodology/approach First, descriptive statistics and independent‐sample t‐tests were used to evaluate the mean, standard deviation...

... in a practical sense to the contemporary case of Swissair in a manner previously not considered, to demonstrate the importance of effective, knowledgeable and accountable management and board structures in organisations. Value is demonstrated with the recent issues experienced by Austrian Airlines and its...

... The paper integrates stakeholder theory with key ideas from path dependence literature. The resulting propositions are examined in the context of a longitudinal case study of the United Airlines and US Airways abandoned merger in 2000‐2001 Findings The paper's analysis demonstrates that initial...

...Irene Goll; Nancy Brown Johnson; Abdul A. Rasheed Purpose The purpose of this paper is to focus on top management demographic characteristics, business strategy, and firm performance in the major US airlines. Design/methodology/approach The relationships between management characteristics...

...Irene Goll; Nancy Brown Johnson; Abdul A. Rasheed Purpose This paper seeks to examine the relationships between knowledge capability, strategic change, and firm performance in the US airline industry from regulation to deregulation. Design/methodology/approach This is a longitudinal study...

... with multiple stakeholders in order to achieve a strategic goal. Such perspective helps to illustrate the importance of understanding, balancing, and managing stakeholder demands in ESOP‐related negotiations. The airline industry provides an interesting arena in which to study this process. Specifically...

...Erdener Kaynak; Orsay Kucukemiroglu Presents the structural changes taking place in the international airline industry and the progression of changes in airline marketing strategies in global markets. Discusses major criteria for survival as well as an analysis of the future of the industry...