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.
’…the principle audience for this book is students on master-level aviation management programmes…it will no doubt serve this purpose admirably…a mine of insights into the complexities of competitive airline operations…enlivened by a profusion of many interesting and often amusing quotations to illustrate the messages.’ The Aerospace Professional ’…a good book and will bring sighs of relief to a lot of readers who have an interest in services management.’ Journal of Services Research 'It is indeed a thoroughly set-up book and will help you understand and visualise how you can manage an airline with customer put up front. At the same time this book will give you some hints and clues in what should be the right direction of airline management with the customer at the centre of the enterprises' universe.' Aerlines Magazine (e-zine edition 23) 'A great information-packed book…' M2 Best Books (website)
Contents: Strategic service management: what is meant by ’strategic’?; Competitive advantage; Competitive scope and the service concept; Designing the service-price offer; Service attributes; Managing communications; Managing service delivery; Managing relationships; Managing performance; Change, creativity and innovation; References; Index.