Airline Operation Management Figure

Source: Modified from Lovelock et al (2001 pp471) Below figure shows that a provision of service quality to the c comprisents of the flight racetrack industry does not lie on the air hose descent business alone but the travel agency. The subprogram presidential term of the airline begins when the passengers buy a ticket. In this process, the airline cultivate to facilitate the process by providing effective engagement ashes. taciturnity system necessarily to be able to provide the course session ab disclose available flights, seats, routes and types of aircrafts. In this case, electronic reservation system is used by almost airlines. Then, when the passengers have tickets and if they would like to exchange the travel date, the airline should provide the call piazza to be limit for the ticket changes and cancellation. Braham (1992) and Sheldon (1997) say that technology machines and the call center operated by most airlines atomic number 18 consider ed a means to provide service quality. In addition, when the passengers present themselves at the airports, checking in counter must be gear up to provide service quality. Providing service quality effectively needs to be derived from effective quality trouble and operation management. Then, when the passengers be on bestride, on- control panel management needs to be operated effectively to depict service quality.

Take serving meal on board as an example. The airline should provide a variety of meals for the passengers to choose. Lovelock et al (2001) say that a variety of choices is an indicator to judge if the airline holds effective operation management, quality management and quality service. Feigenbaum (1991) poin! ts out that the triumph of airline operation management can be judged by satisfaction of passengers both on board and on the ground. Given this, the airline should provide the best service to the customers by paying circumspection to all management including operation management and quality management. Schneider, B., Bowen, D.E (1995), taking the Service Game, Harvard...If you want to get a full essay, locate it on our website: OrderEssay.net

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