值机和登机过程中的质量管理实践:以阿联酋阿提哈德航空为例

IF 2.7 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM
Hummayoun Naeem, Aisha Rehan
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引用次数: 0

摘要

本研究的目的是通过深入研究阿提哈德航空公司在办理登机手续和登机过程中所采取的做法,来检验航空业的质量管理现象。根据全球标准设定的参数进行评估,并与航空公司地面运营的现有做法进行比较。通过这种比较,可以得出关于过程如何对齐,以及如何针对特定的改进区域进行分析。研究人员在分析阿联酋阿提哈德航空公司的案例时进行了这种定性调查。研究结果表明,设定的国际质量参数是航空公司应遵循的路线图,尽管阿提哈德航空的做法与大多数协议保持一致,但航空公司管理层仍应注意一些领域,以便在日常运营活动中实施这些协议。通过仔细研究这些改进领域,阿提哈德航空可以确定他们最需要关注的地方,以提高服务质量,从而提升阿提哈德航空的业务水平,并使该航空公司在业内获得竞争优势。虽然已经有几项研究探讨了质量在航空业中的作用,但这项研究通过关注机场的关键接触点——值机和登机流程,增加了独创性和价值。这项分析为航空业和学术界提供了优化质量管理实践的见解,在航空业竞争加剧和乘客期望提高的时代,这是一项独特的投入。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Quality Management Practices During Check-In And Boarding Process: The Case Of Etihad Airways, UAE
The purpose of this research is to examine quality management phenomenon of the aviation industry, by taking a deep dive into the practices carried out by Etihad Airways during the processes of check-in and boarding. The parameters set by the global standards are evaluated and compared to the existing practices in the airline’s ground operations. Through this comparison, an analysis is derived in regards to how aligned the processes are, and how the particular areas of improvement can be targeted. The researchers conducted this qualitative investigation while analyzing the case of Etihad Airways, UAE. The study findings indicate that the set international quality parameters are a road map for airlines to follow, and while Etihad Airways’ practices are in alignment with most of the protocols, there are areas wherein the airline management should shed light on in order to implement those protocols in their day-to-day operational activities. By scrutinizing these areas of improvement, the airline can pinpoint where their focus is needed most to advance their service of quality, subsequently elevating Etihad Airways as a business and giving the airline a competitive edge in the industry. While there are several studies that have addressed the role of quality in the aviation industry, this research adds originality and value by fixating on the check-in and boarding processes, which are crucial touchpoints in an airport. This analysis equips both the aviation industry and academia with insights into optimizing quality management practices, an exclusive input in an era of heightened competition and passenger expectations within the aviation sector.
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来源期刊
Journal of Policy Research in Tourism Leisure and Events
Journal of Policy Research in Tourism Leisure and Events HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
6.90
自引率
19.40%
发文量
51
期刊介绍: Journal of Policy Research in Tourism, Leisure & Events provides a unique forum for critical discussion of public policy debates relating to the fields of tourism, leisure and events. This encompasses the economic, social, cultural, political and environmental dimensions of official intervention. In addition to high quality theoretical and empirical papers, the journal publishes contributions examining the value of contrasting methodologies, or advocacy of novel methods. Inter- and multi-disciplinary submissions are particularly welcome. In order to foster debate and extend the scope of discussion, it publishes shorter carefully argued position statements on specific, topical interventions in the Contemporary Policy Debates section. In addition, the journal’s novel Dialogues section involves ‘point/counter-point’ debates between contributors on a range of policy-related or policy research-related topics. These may interrogate key concepts from different cultural, theoretical or spatial perspectives, or discuss potential responses to a range of practical challenges involved in undertaking policy-related research in the fields of tourism, leisure and events. With a swiftly growing academic reputation, the journal is ‘B’ rated by the Australian Business Deans Council (ABDC). It has received citations from a number of senior practitioners and influential bodies, including the Organisation for Economic Cooperation and Development (OECD).
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