{"title":"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","authors":"Hummayoun Naeem, Aisha Rehan","doi":"10.61506/02.00106","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":46316,"journal":{"name":"Journal of Policy Research in Tourism Leisure and Events","volume":"7 1","pages":"0"},"PeriodicalIF":2.7000,"publicationDate":"2023-09-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Quality Management Practices During Check-In And Boarding Process: The Case Of Etihad Airways, UAE\",\"authors\":\"Hummayoun Naeem, Aisha Rehan\",\"doi\":\"10.61506/02.00106\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"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.\",\"PeriodicalId\":46316,\"journal\":{\"name\":\"Journal of Policy Research in Tourism Leisure and Events\",\"volume\":\"7 1\",\"pages\":\"0\"},\"PeriodicalIF\":2.7000,\"publicationDate\":\"2023-09-30\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Policy Research in Tourism Leisure and Events\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.61506/02.00106\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Policy Research in Tourism Leisure and Events","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.61506/02.00106","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
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.
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).