Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service ProvidersDelivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality, offering them a step-by-step and easy to understand framework they can follow. In addition, those service providers that are already proactively managing their service quality can easily adapt the framework to complement their current way of controlling it. |
Contents
Introduction | 1 |
Preview of Operating Areas Covered | 7 |
Theoretical Considerations | 13 |
The Service Quality Cycle | 75 |
Aircraft Manufacturing | 129 |
1 Organization of the Support Services Group | 130 |
6 Performance against service standards May 2004 | 147 |
14 Support services coverage in Germany status after | 168 |
Conclusion | 175 |
| 187 | |
| 192 | |
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Delivering Excellent Service Quality in Aviation: A Practical Guide for ... Mario Kossmann No preview available - 2016 |
Common terms and phrases
Airbus airline airport analysis and/or focus groups appropriate zone aviation context Bound of Acceptability budget CDBT Chapter Checklist competitors concrete action items current position current situation customer contact customer expectations customer involvement customer relationship management customer teams customers perceive delivery derived action items easyJet efforts and positively external Figure flexibility flight Fraport AG implementation importance-performance matrix improve influence internal service provider interviews and/or focus key customers low-cost low-cost airlines low-cost carriers Maintain current efforts marketing mix members of staff method Munich Airport options passengers perceive the service perceived performance performance measurements position needed positively reinforce employees potential PrivatAir problems promises Provider Gap questionnaire relevant Ryanair scale of importance scale of performance service operation service operation's service quality cycle service quality management services delivered set of service Singapore Airlines situational context SKYTRAX Step strategy Support Services Group support team members Table table of ranking Zeithaml and Bitner