Airlines

Airlines

4.11 - 1251 ratings - Source



Drawing on recent developments in the services management, strategic management and brand management literature, this stimulating and well-illustrated book presents critical new approaches to developing customer-centred airline strategies. Designed for aDesigning service encounters Peppard and Rowland (1995) suggest that each service encounter should be designed around the answers to three questions. 1 . ... Zeithaml and Bitner (2000: 240-247) have suggested the following approach to developing customer-defined standards for service encounters. 1. ... observation, and complaints for a#39;softa#39; metrics, and objective data- gathering for a#39;harda#39; metrics).


Title:Airlines
Author: Stephen Holloway
Publisher:Ashgate Pub Limited - 2002
ISBN-13:

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