Airlines Industry: Quality Of Service

Paper Summary:

Companies which cannot operate at a profit eventually go out of business. Companies which cannot generate high levels of service quality eventually cannot operate profitably; either competition will arise to take away customers, or customers will be unwilling to pay for unacceptable levels of service.

From the Paper:

"Introduction
Companies which cannot operate at a profit eventually go out of business. Companies which cannot generate high levels of service quality eventually cannot operate profitably; either competition will arise to take away customers, or customers will be unwilling to pay for unacceptable levels of service. Deregulation, once touted as the solution to perceived poor levels of service in the airline industry, has not brought about improved levels of service across the board. As the European airline market prepares for deregulation, it is an opportune time to examine how airlines (and airline customers) define service quality, what makes quality unique in the airline industry, and how one airline in particular, Southwest, has triumphed when others are struggling. The future of service within the airline industry is also ..."

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