航空公司盈利能力与乘客满意度之间的演变关系

K. Gourdin
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引用次数: 0

摘要

本文考察了美国航空业在放松管制下的持续演变。在经历了过去35年大部分时间的亏损之后,航空公司对其商业模式进行了结构性改革,事实证明,至少在短期内,这些改革是非常有利可图的。在描述了这些管理行动之后,本文检查了它们对乘客的影响。作者利用服务质量模型来分析这种新的运营模式对乘客满意度的长期影响。在此分析的基础上,本文提出了管理层可以采取的几个行动来提高满意度。最后,提出了结论,并提出了进一步研究的领域。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
The evolving relationship between airline profitability and passenger satisfaction
This paper examines the ongoing evolution of the U.S. airline industry under deregulation. After losing money for most of the past 35 years, carriers have made structural changes to their business models that have proven to be, at least in the short term, very profitable. After delineating these management actions, the paper examines their impact on passengers. The author utilizes the Service Quality Model to analyze the long-term implications of this new operating paradigm for passenger satisfaction. Based on this analysis the paper goes on to suggest several actions management could take to improve satisfaction. Finally, conclusions are offered and areas for additional research suggested.
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