Managing Service Quality: An International Journal: Volume 18 Issue 1

Managing human resources for service excellence and cost effectiveness at Singapore Airlines

Jochen Wirtz, Loizos Heracleous, Nitin Pangarkar

The purpose of this paper is to explore the nature of Singapore Airline's human resource (HR) management practices that enable the company to deliver consistent service excellence…

Twenty years of service quality performance in the US airline industry

Dawna L. Rhoades, Blaise Waguespack

This paper aims to review the conceptual background for service quality as applied to the airline industry and use data from the Air Travel Consumer Report to examine airline…

Quality convergence in airline co‐brand alliances

Michael Tsantoulis, Adrian Palmer

This paper aims to investigate effects on service quality where an individual airline chooses to jointly market its services with other airlines under the umbrella of a co‐brand…

Alternative measures of service quality: a review

Riadh Ladhari

The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry‐specific…

Customer‐support service in the relationship perspective

Inger Roos, Bo Edvardsson

The purpose of this paper is to describe customers' perception of customer support service related to the core service in telecomminucations customer relationships. The customers'…