{"title":"Airline service quality","authors":"S. Tiernan, Dawna L. Rhoades, B. Waguespack","doi":"10.1108/09604520810871847","DOIUrl":"https://doi.org/10.1108/09604520810871847","url":null,"abstract":"Purpose – The purpose of this paper is to examine consumer perceptions of airline quality indicators and compare them to actual data reported by the Department of Transportation, in the USA and the Association of European Airlines (AEA) in the EU. The objective is to determine whether there is a discrepancy between reported performance metrics of service quality and consumer perception.Design/methodology/approach – This paper compares actual reported data on service quality with results of an exploratory questionnaire on the perceived frequency of service failures in three key areas of airline service quality; on time flight arrivals, baggage reports and flight cancellations. Similarities and differences both within and between the USA and EU markets are discussed.Findings – Preliminary findings indicate that actual consumer perceptions of airline performance on key areas of airline service quality are in fact far worse than the data reported in the US Air Travel Consumer Report or AEA Consumer Report. Co...","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-05-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123092088","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Technology","authors":"Scott C. Ambrose, B. Waguespack","doi":"10.4324/9780429057731-3","DOIUrl":"https://doi.org/10.4324/9780429057731-3","url":null,"abstract":"","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"200 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130332711","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Place","authors":"Scott C. Ambrose, B. Waguespack","doi":"10.4324/9780429057731-6","DOIUrl":"https://doi.org/10.4324/9780429057731-6","url":null,"abstract":"","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130683402","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Global influences","authors":"Scott C. Ambrose, B. Waguespack","doi":"10.4324/9780429057731-2","DOIUrl":"https://doi.org/10.4324/9780429057731-2","url":null,"abstract":"","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"87 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127133313","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Price","authors":"Scott C. Ambrose, B. Waguespack","doi":"10.4324/9780429057731-8","DOIUrl":"https://doi.org/10.4324/9780429057731-8","url":null,"abstract":"24 October 2018 38 March 2019 29 February 2019 29 June 2019 33 May 2019 18 April 2019 19 Economists' note : Closed Sales are one of the simplest—yet most important—indicators for the residential real estate market. When comparing Closed Sales across markets of different sizes, we recommend comparing the percent changes in sales rather than the number of sales. Closed Sales (and many other market metrics) are affected by seasonal cycles, so actual trends are more accurately represented by year-over-year changes (i.e. comparing a month's sales to the amount of sales in the same month in the previous year), rather than changes from one month to the next. September 2019 27 12.5% -6.3% 40.0% August 2019 30 July 2019 35","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"195 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122123872","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Promotion","authors":"Scott C. Ambrose, B. Waguespack","doi":"10.4324/9780429057731-7","DOIUrl":"https://doi.org/10.4324/9780429057731-7","url":null,"abstract":"","PeriodicalId":167560,"journal":{"name":"Fundamentals of Airline Marketing","volume":"40 3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123600402","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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