Delivering a quality service in air travel: The problems

Abstract

In a manufacturing context, the management of the conversion process takes place in a largely controlled environment which facilitates the measurement and control of quality. In a service organisation the generic differences result in these two aspects being more complex. After briefly reviewing these generic differences, and the difficulties facing the service sector, some of the more specific problems facing airlines in delivering a quality service are considered. Case material is presented to illustrate the steps being taken by some organisations to overcome these difficulties. Areas for further research are identified.

Citation

Witt, C.A. and Muhlemann, A.P. (1995), "Delivering a quality service in air travel: The problems", The Tourist Review, Vol. 50 No. 1, pp. 32-37. https://doi.org/10.1108/eb058181