A practical and realistic guide for both external and internal
service providers in an aviation context to implementing an
effective way to control the service quality as perceived by their
customers, Delivering Excellent Service Quality in Aviation is
essential for those service providers that are not yet
systematically managing their service quality. Offering a
step-by-step and easy to understand framework, it also enables
those service providers that are already proactively managing their
service quality to build new techniques into current practice for
maximum effect. By using this guide, decision-making as well as
budget and capacity planning can be optimized and justified to any
stakeholders in the service operation. Customer satisfaction can be
improved considerably over time and, thereby, profits (or budget
allocation for internal service providers). Crucially, the
improvements the book provides can be systematically measured and
easily disseminated throughout the organization, leading to
increased levels of motivation amongst staff.
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