Modern airports are dynamic and increasingly commercialised
facilities that are designed and managed to serve the needs of a
diverse group of users, including airlines, passengers and,
increasingly, private shareholders. Essays in this Volume
investigate the implications of privatisation and changes in global
airport regulation on airport pricing, the experience of airport
privatisation in selected global markets and the impacts of airport
privatisation on costs and efficiency. One of the most important
considerations for aviation operators is the level of service they
provide to their customers and issues of airline and airport
service quality are addressed in this Volume. Of course, both
objective measures and individual customer perceptions of service
quality depend not only on material assets and infrastructure but
also on airline and airport employees delivering the standardised
service expectations of their employers. As numerous industrial
disputes have shown, employee dissatisfaction with terms and
conditions of employment can escalate into strikes or work to rule
which have the potential to seriously damage both a company's
reputation and its bottom line. Managing people in aviation is thus
critical to aviation performance and productivity and the essays in
this Volume examine not only the effect of low cost carriers on
industrial relations but also the role of gender in the delivery
of, particularly airline, services.
General
Imprint: |
Routledge
|
Country of origin: |
United Kingdom |
Series: |
The International Library of Essays on Aviation Policy and Management |
Release date: |
October 2019 |
First published: |
2020 |
Authors: |
Lucy Budd
• Stephen Ison
|
Dimensions: |
246 x 174 x 32mm (L x W x T) |
Format: |
Hardcover
|
Pages: |
414 |
ISBN-13: |
978-1-4724-5158-3 |
Categories: |
Books >
Business & Economics >
Economics >
General
|
LSN: |
1-4724-5158-9 |
Barcode: |
9781472451583 |
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