Airline Industry Service Performance Management Strategy

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Airline Industry Service Performance Management Strategy

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Author : Johnny Ch LOK
language : en
Publisher:
Release Date : 2020-03-10

Airline Industry Service Performance Management Strategy written by Johnny Ch LOK and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-10 with categories.

⦁Global air transport network time managementIn the future, if the country has a strong and affordable global air transport network, it will bring more advantages. Due to many travellers expect to catch air planes which can fly to another country in short time , it can reduce accidents occurrence chance on sky or on sea. So, short time flying can be more attract to compare long time flying. So, it explains that why many travellers prefer to choose one way flying more than transfer another /other air plane(s) flying. Although, they need to pay more air ticket fee. So, if the country's airport can have more subways number and large subways areas to let many arrival air planes and leaving air planes need to fly from land or fly to land in the country's airport frequently. Then, the travellers can buy any air tickets to book same day or next day or later day flight time to fly to any country to travel more easily, when the country's airport has large area size and many subways to let many airplanes can stay in its aircraft subways in same time. Then, the country's airport flight frequency will increase , it means that there are many travellers can catch airplances to fly to other countries in any time very easily from themseleves country's airport. It is time-sensitive feeling to let the country's travellers, they can feel to fly to other countries to travel in short day. They do not need delay to fly to any countries, when the flight airline is either full seat or the time can not permit any air places land on the country's subways. So, none delaying time sensitive travelling frequent flight model will be one attractive flight flying method to influence the country's travellers choose to frequent travelling behavior. Because they do not change their travelling day, due to airplanes have no enough seats supply or the country's airport has no enough land subways to let any airplanes to stay to cause delaying their flight travelling booking seat day expect. So, airport is similar to airline to need to use different customer relationship management to attract returning travelling customers . It brings this question: What are the most attractive motivation factors in airport travel market?I believe that factors may include airport loyalty, various flight time arrangement distribution channel, passenger check in or check out, lagguage safe delivery, airport security service. Moreover, flight schedules are also a main factor influences the travellers' final travelling country choice decision among different travelling countries. However, if the country's airport can build good loyalty image when passengers are staying in the country's airport in short time, it can show a more attractive motivator to increase travellers' consumption desires when they are staying in the country's airport in short time.Hence, airport 's loyalty seems have relationship to influence travellers' consumption behavior when they are staying in the country's airport. For example, when the different countries' travellers feel enjoyable and happy to stay in the country's airport longer time. Then, their airport long time staying behavior will raise their consumption desire and chance to find any right restaurant to eat food or drink or find any right retail shop to buy right products in airport. Hence , when the country's airport can build loyal customers relationship. Then, it will bring the advantages or benefits to the airport's any retail shops or restaurants on sale growth aspect, such as :

Airline Industry Service Performance Management Strategy

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Author : Johnny Ch Lok
language : en
Publisher:
Release Date : 2020-03-23

Airline Industry Service Performance Management Strategy written by Johnny Ch Lok and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-23 with categories.

⦁Long time airport staying and passengerconsumption relationshipIt is an interesting question: Can the country's airport service performance influence passengers consumption desire? Nowadays, travelling is a kind of popular entertainment whn working people have holidays, retired people have more savings and students need to go to holiday to feel rest time after they had hard to study. They will choose go to other countries to travel. So, " freguent travelling times" which will increase to any travelling consumers. If the traveller often chooses to go to the country to travel, he must need to permit to enter the country from its airport immigration. If his every visiting time to the country's airport, he feels the country's airports' staffs services are poor performance and he feels that they are not polite or rude attitude to treat him when he needs to check out or check in from the country's airport immigraton gates, even he feels difficult to enquire any airport service staffs, either he feels difficult to find them or they need to spend long time to let him to queue to wait enquiry, even he also needs to spend long time to queue to wait check in or check out in airport immigration gates when he arrives the country's airport or he leaves the country's airport.All of these negative airport staffs' service attitudes and poor service behavioral feeling, they will cause the frequent traveller doubts whether the country is a worthy travelling place and it is possible to led his negative consumption desire in the country's airport. Then, all of these negative emotion will influence the frequent traveller reduces consumption in the country's airport, even wothut any consumption in the country's airport, when he visits the country to travel every time. So, it seems that airport's service performance will influence travellers carry on more or less consumption in the country's airport. Then, it will influence all the country's airport related retail and restaurant businesses' sales to be reduced indirectly in the country's airport.Instead of airport service performance intangible factor aspect, the airport's clean, airport itself appearance attractive design, large size and shops and restaurants' suitable locations and internal environment design etc. these tangible factors will also influence travellers' consumption desires in the country's airport. For example, in one special day, e.g. Olympic Games day, the Olympic Games country's airport may complete in record time and its airport can successfully handle a estimate record 85,000 minimum departing passengers a day during the Olympic Games period, twice the number on normal days. Travellers and media will describe the Olympic Games country's airport retail shops and restaurants consumption experience as seamless, magical and unforgettale airport staying experience, if the Olympic games country's airport can provide an excellent service performance on the Olympic games period. Then, it will influence the increasing sale amount in the Olympic Games country airport retail stores and restaurants during period. So, when the country is experiencing special day, such as "Olympic Games " is chosen to carry on competition in the country. Then, in this Olympic Games period, it will attract many travellers to choose to go to this country to travel, due to they have interest to watch Olympic Games competition in this country. This country's airport will represent this country's image. If it 's airport service staffs can provide excellent service to let any one of travellers to feel when they are staying in this country's airport short time and this country's airport itself appearance and design can also be changed more attractive and beautiful and the airport's retail stores and restaurants also design more attractive and beautiful.

Designing And Executing Strategy In Aviation Management

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Author : Triant G. Flouris
language : en
Publisher: Routledge
Release Date : 2016-04-08

Designing And Executing Strategy In Aviation Management written by Triant G. Flouris and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-04-08 with Technology & Engineering categories.

Designing and Executing Strategy in Aviation Management is designed to provide an intensely practical guide to this critically important topic. Comprehensive in coverage and easy-to-read in style, it allows both professionals and students to understand the principles and practicalities of crafting and executing business strategies with an aviation context. The result is a comprehensive and multifaceted teaching/learning package, which includes applied case studies on a wide range of airlines and aviation businesses, setting out how these organizations deal with strategy formulation and implementation in critical areas. Topics covered include: corporate strategy, generic strategy, competitive strategy, internal and external environment assessment, mergers, alliances, safety and security. Written directly for both aviation professionals and student courses in aviation strategy, aviation management and aviation operations, it will also be of great interest to aviation professionals in a variety of different fields, including airlines, corporate aviation, consultancy, etc., as well as academics within the field of aviation and those within the field of strategy and management science.

Airline Industry Service Performance Management Research

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Author : Johnny Ch LOK
language : en
Publisher:
Release Date : 2020-03-09

Airline Industry Service Performance Management Research written by Johnny Ch LOK and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-03-09 with categories.

Chapter 4Reducing time pressure to traveller behavior⦁Time Factor Influences TravellerBehaviorHow working time influences airport employee performance ? Why does the employee choose to do whose behavior to perform in the working environment? What are the general factors to cause his behavioral performance to bring his job performance effect in the working environment? In simple, I shall indicate some factors to explain how and why they can influence employee individual chooses to perform his behavior in any working environment in generally, These factors will influence how the employee perform his behavior and why he performs his behavior when he feels his behavior or peformance is more satisfactory to his organizational demand or need. Then, I shall indicate some different organizational cases to attempt to explain why and how these factors cause the employee performs his behavior in his organization as below chapters.Firstly, I shall indicate different time pressure factors can influence why and how the airport employees decide to do his performance in any organizations in generally as below:(1) Organizational causing factorWhat does one organization mean? An organization means human creations, rather than buildings, equipment,machinery etc. It can include industrial, commercial , educational, medical , social clubs, etc. different kinds of organizations. In general, staffs within any organizations will feel need to work to achieve the organizational goals, and co-ordinate their activities for any missions. Each department's staff individual behavior or performance have relationship to be influenced by structures, informal or unofficial groups and structures can be at least as important as the formal organization structure. So, it seems that any different organizational structures will influence their staffs' behavior or performance indirectly or directly. Each employee will have one unique or idenified role in the organization. " The roles people play rather than the personalities in the roles" ( Perrow, 1970, p.2). So, each staff will feel or he will know what will be his role playing and the interrelationships between organizational structure and role playing factors , they can cause how each staff decides or chooses how any why he ought need to do his behavior in order to adapt his organization's working environment need or demand.In general, in bureaucratic model of organizations, where work is organized and conducted on an entirely rational basis, such as government's any departments, which are usually bureaucratic model of organizations. The essential features of a bureaucracy are: Specialization of division of labour , a hierarchy of authority, written rules and regulations, writting memos or notices for any tasks message, reports are more needed more than oral message to be communication channels within the organization's different departments' coordination. Hence, in bureaucratic , staff individual will consider to do any tasks or perform whose behavior carefully in order to avoid error occurrence, or is encountered complains by clients or same level staffs or his supervisor or manager within himseld department. So, organizational structure factor will influence how and why its employee decides to do behavior or performance when he feels his behavior is more rational or suitable to adapt him organization's need or demand.

Airline Industry Service Performance Measurement Methods

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Author : Johnny Ch Lok
language : en
Publisher:
Release Date : 2019-12-14

Airline Industry Service Performance Measurement Methods written by Johnny Ch Lok and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-12-14 with categories.

Emotional labor is managing one's feelings to generate a publicly accepted facial and bodily display of emotion. Emotional labor is an expression of emotion for a wage. Jobs involve face to face or voice to voice interactions with clients ( travelling passengers), jobs demanding the employee to produce and alter an emotional state in other person, and jobs allowing the employer to implement certain amount of control over the emotional activities of the employees, produce or create emotional labor among the employees.Thus, long time bad emotional airline front labors number increasing, it will influence the airline whole service member performance to be its airline passengers. However, many airline organizations have their owning set of norms or policies that determine these feeling rules. These are specially seen in customer service industries. IN long term, these strict policies will let airline front service staffs feel stress or pressure, because they won't feel to be punished in possible, e.g. without salary continue increasing, dismieeal ( lose jobs), chaning to another position to do more simple or boring job duties, if they are discovered that their working service performances are not satisfied to their airline employers in any time.So, strict airline organizational policies will be one strict or pressure emotional regulation to any airline front service staffs. This emotional regulation refers to a person's capability to accept and understand his or her experience of emotions to get involved in healthy strategies in managing emotions which are uncomfortable whenever required, when they need to contact their airline passengers every day. In fact, it has possible that they will accept unreasonable complaint from their airline passengers, even they perform very good or they have help their airline passengers to solve any enquiries when they feel any needs, they stay in airports any time. So, it has close relationship among airline front service staffs' emotions and the airline's policy as well as their service attitude. Thus, good airline policy will build good airline service staffs' emotions and good service attitude or service behaviour to serve their airline passengers every day in possible.Any airline organizations can not neglect to consider how to build (keep) good airline front babor emotion issue. Because they are any airlines' representatives, if they can build goodimages to let the airline the airline passengers to feel. Then, it will influence many airline passengers to choose to buy the airline tickets to replace other airlines because they like its front airline front staffs' services. SO, any airline organizations need to consider front service staffs' health status and definite psychological or mental diseases more than physical disesaes, because many airline front service staffs only need to serve their airline passengers and they do not need to move any heavy things in airports in general. They need to spend more time to contract their passengers more than any things. When their passengers give their passports or/and any related travelling documents, e.g. air tickets to them to check in to find whether they can allow to enter airport restrict areas, and if they give their luggages to them, they also need to helpo them to measure its size and weight heavy to decide whether they need to pay extra fee and their luggages are permitted either to keep to them together to enter the air planes to fly or separate air planes to fly to destination. So, they need to make accurate judgement need to avoid any error occurrence. They do not allow to do any wrong judgement or error in order to be complain by their airline passengers often.

Up In The Air

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Author : Greg J. Bamber
language : en
Publisher: Cornell University Press
Release Date : 2013-07-15

Up In The Air written by Greg J. Bamber and has been published by Cornell University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-15 with Business & Economics categories.

"And you thought the passengers were mad. Airline employees are fed up, too-with pay cuts, increased workloads and management's miserly ways, which leave workers to explain to often-enraged passengers why flying has become such a miserable experience."—The New York Times, December 22, 2007 When both an industry's workers and its customers report high and rising frustration with the way they are being treated, something is fundamentally wrong. In response to these conditions, many of the world's airlines have made ever-deeper cuts in services and their workforces. Is it too much to expect airlines, or any other enterprise, to provide a fair return to investors, high-quality reliable service to their customers, and good jobs for their employees? Measured against these three expectations, the airline industry is failing. In the first five years of the twenty-first century alone, U.S. airlines lost a total of $30 billion while shedding 100,000 jobs, forcing the remaining workers to give up over $15 billion in wages and benefits. Combined with plummeting employee morale, shortages of air traffic controllers, and increased congestion and flight delays, a total collapse of the industry may be coming. Is this state of affairs inevitable? Or is it possible to design a more sustainable, less volatile industry that better balances the objectives of customers, investors, employees, and the wider society? Does deregulation imply total abrogation of government's responsibility to oversee an industry showing the clear signs of deterioration and increasing risk of a pending crisis? Greg J. Bamber, Jody Hoffer Gittell, Thomas A. Kochan, and Andrew von Nordenflycht explore such questions in a well-informed and engaging way, using a mix of quantitative evidence and qualitative studies of airlines from North America, Asia, Australia, and Europe. Up in the Air provides clear and realistic strategies for achieving a better, more equitable balance among the interests of customers, employees, and shareholders. Specifically, the authors recommend that firms learn from the innovations of companies like Southwest and Continental Airlines in order to build a positive workplace culture that fosters coordination and commitment to high-quality service, labor relations policies that avoid long drawn-out conflicts in negotiating new agreements, and business strategies that can sustain investor, employee, and customer support through the ups and downs of business cycles.

Strategic Management In The Aviation Industry

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Author : Herbert Baum
language : en
Publisher: Taylor & Francis
Release Date : 2017-07-05

Strategic Management In The Aviation Industry written by Herbert Baum and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-05 with Transportation categories.

This book provides a comprehensive overview of current strategic challenges and measures required to meet those challenges in a dynamic industry. Experts from aviation practice and management, in addition to acknowledged scholars, contribute to this volume and combine academic expertise with economic and business perspectives in an unprecedented way for the aviation field. The focus is not restricted to passenger airlines. The five parts of the book additionally include chapters on alliance management and formation, strategic issues for air freight carriers and airport companies, as well as impacts the airline industry exerts on its environment. The book combines both concepts and results from recent academic research with applications and case studies from major industry players. Readership includes academics, students on advanced aviation courses, senior aviation professionals in airline, airport and supplier companies, international organizations and governmental agencies.

Competitive Management Strategy In Service Industries

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Author : Lrong Lim
language : en
Publisher:
Release Date : 1994

Competitive Management Strategy In Service Industries written by Lrong Lim and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with categories.

Airlines Managing To Make Money

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Author : Stephen Holloway
language : en
Publisher: Routledge
Release Date : 2017-05-15

Airlines Managing To Make Money written by Stephen Holloway and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Transportation categories.

Drawing on recent developments in the services management, strategic management and brand management literatures, this stimulating and well-illustrated book presents critical new approaches to developing customer-centered airline strategies. Designed for a wide audience of aviation management students and professionals it acts as a linking text , using a services management approach to integrate strategy, marketing, human resources management and operations. Written in an accessible and practical style, it is the first book to draw together a broad range of knowledge from contemporary management fields to produce a framework specifically relevant to the airline industry. It is an unparalleled resource for students and airline managers alike.

Airline Industry Service Performance Level

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Author : Johnny Ch Lok
language : en
Publisher:
Release Date : 2019-11-12

Airline Industry Service Performance Level written by Johnny Ch Lok and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-11-12 with categories.

Influencing air connectivity to service quality factorCan air connectivity growth decreases travel costs for attracting travelling passengers, consumers and businesses and facilities global productive growth? This seems to be particularly an issue when airport capacity is scare or when new airports are added to an existing airport system. What is air connectivity ?Why does air connectivity raise passengers services? How to measure air connective service?When direct and indirect connectivity relate to the airport connectivity available to local travelling passengers, any airports ought need to raise extra airline services to raise service quality, e.g. cheaper air ticket price, in-flight service extra service provision, e.g. comfortable and clean and quiet air port waiting environment service provision and feeling. However, passengers will generally prefer direct, non-stop connections over indirect air connectivity service. Air connectivity service can assist airlines to raise competitive effort an offer and they provide access to the many destinations with too little demand for a direct flight, such as minimum connecting time differs in quality, due to in-flight time differences, the inconvenience and risk of missing a connection and transfer time for direct or indirect flights. Hence, any airlines can reduce passengers indirect or direct flight in-flight time to wait airplanes arrive to catch when they arrive any airports. This air inflight waiting time shorten service will attract many passengers to choose the airline to catch airplanes if its inflight waiting time to airport passengers is lesser than other airlines' in-flight waiting time in any airports. It can raise airline service quality, due to the airline has many passengers feel in-flight waiting time is shorten than other airlines often.In fact, airport connectivity is one good concept method to raise passengers' satisfactory service level. One of the important factors for the connectivity of airports may include: