Drawing on developments in the services management, strategic management and brand management literature, this book presents critical new approaches to developing customer-centred airline strategies. Designed for a wide audience of aviation management students and professionals, it acts as a "linking text", structured around services management approaches to strategy, marketing, human resources management, and operations. Written in an accessible and practical style, it contains a blend of "ten-minute manager"-type checklists and comprehensive academic principles. It draws together a broad range of knowledge from contemporary management fields to produce a framework specifically relevant to the airline industry.Críticas:
'...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)
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