Service Excellence : A Key Success Factor of Airlines Business
Article Sidebar
Main Article Content
Abstract
Airlines Business is a service business which is veryimportant for the chain of air transport industry. It is a business that generates income for the country and creates thousands of work.Itimpacts on good quality of life in the wider society. In the last 2decades, the air transportation changed
rapidly. It causes thebusiness get the high competition. Hence, this article aims to guide how todevelop service quality to The Service Excellence which is one of the key success factor for the business. The airlines organization will need to focus on the needs and expectations of passengers through study, research and apply the Guestology for creating the service vision,developing service planning and creating service delivery in every servicetouchpoint. The
excellent services will enhance the competitiveness in thebusiness and also the survival and success of the organization
Article Details
References
Chen, Fang-Yuan & Chang, Yu-Hern. “Examining airline service quality from a process
perspective”. Journal of Air Transport Management. 11, 2 (March 2005) : 79-87.
Christopher Lovelock and JochenWirtz. Services Marketing: People, Technology,
Strategy.7th. Edition. Person Education Limited. England, 2011.
Frederick, F. Reichheld and Earl, W. Jr. Sasser. Zero defections: quality comes
to service. Harvard Business Review, September-October, 1990.
Ford Robert C., Sturman Michael C. and Heaton Cherrill P. Managing Quality
Service inhospitality: How Organizations Achieve Excellence in the Guest
Experience. International Edition. Clifton Park, N.Y.: Delmar, Cengage Learning,
2012
International Labour Organization.Civil aviation and its changing world of work. GDFAI/2013.Sectoral Activities Department. Geneve. Switzerland, 2013.
James A. Fitzsimmons and Mona J. Fitzsimmons. Service Management: Operations, Strategy, Information Technology, seven edition. Singapore:
McGraw-Hill Education (Asia), 2011.
Jin-Woo Park , Rodger Robertson & Cheng-Lung Wu. “Modelling the Impact of
Airline Service Quality and Marketing Variables on Passengers’ Future Be havioural Intentions”.Transportation Planning and Technology. 29,
5 (October 2006) :359-381.
Julie Perovic. The Economic Benefits of Aviation and Performance in the
Travel & Tourism Competitiveness Index. The Travel & Tourism Competitiveness Report 2013. World Economic Forum. สบืคน้เมอื่วนัที่
1กนัยายน 2557 จาก https://www3.weforum.org/docs/TTCR/2013/TTCR_Chapter1.4_2013.pdf
Keynes, Maynard John. Characteristics of the Airline Industry. The Airlines
Industry Challenges in the 21st. Century. Cento, A. Springer, 2009.
Wisconsin Department of Transportation Bureau of Aeronautics. (2011). Economic
Impact: La Crosse Municipal Airport LSE. สืบค้นเมื่อวันที่ 1 กันยายน 2557
จากhttps://www.dot.wi.gov/ projects/docs/lse-eis.pdf
Zahorik, A.J. and Rust R.T. Modeling the impact of service quality of profitability: a review, in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances
in Services Marketing and Management. JAI Press : Greenwich, 1992.
