Commercial Aviation

Paper Summary:

This paper reports that the critical review of refereed and scholarly literature indicated that, in an effort to remain profitable, many airlines have engaged in an almost continuous process of mergers, divestitures and international joint ventures and partnerships. However, in spite of these approaches, all airlines have been affected to some extent by ever-increasing costs, globalization and the state of commercial air travel. The author points out that the research showed that, because of their sheer size, some air carriers such as American Airlines, have attempted to achieve their profitability goals through downsizing and outsourcing important components of their operations to third-party providers; however, other carriers, such as Delta and Southwest, have managed to persevere their employee relations and customer satisfaction initiatives, which have tended to more than offset the expenses involved. The paper recommends that the nation's air carriers should assume urgently developing programs, which will provide their customers with services that match their expectations instead of ignoring customer satisfaction in favor of their short-term profitability, and the bottom-line will likely take care of itself.

Table of Contents
Introduction
Review of Relevant Literature and Research
Background and Overview
Security Issues and Passenger Satisfaction.
Industry Responses to Customer Satisfaction Issues.
Research Methodology
Results
Discussion
Conclusions
Recommendations

From the Paper:

"The authors add that the fifth gap is related to the size and direction of the first four gaps, and that it should be to narrow these gaps to the maximum extent possible; however, quality service is not delivered by aircraft or tarmacs or terminals, but rather by people (employees) to people (customers). Therefore, the human resource function has a critical role to play in satisfying the expectations of shareholders, employees, and customers alike. For airlines today, the human resource function can contribute to improved economic performance by building organizational capabilities, improving employee satisfaction, and improving customer satisfaction "

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