Service Quality in Airlines

Chris Witt and Alan Mühlemann

Tourism Economics, 1995, vol. 1, issue 1, 33-49

Abstract: This paper identifies some of the problems facing airlines in attempting to deliver a quality service. It goes on to examine reported case material which outlines how a variety of organizations have successfully managed a number of these problems. These cases are analysed in the context of a set of guidelines proposed for the successful adoption of a total quality culture in tourism. Finally a framework is developed by which airlines can manage service quality in a far more effective and efficient manner.

Date: 1995
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Persistent link: https://EconPapers.repec.org/RePEc:sae:toueco:v:1:y:1995:i:1:p:33-49

DOI: 10.1177/135481669500100104

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