Airlines
Subtitle: managing to make money
By: Stephen Holloway.
Publisher: Ashgate
Published: 2002
Place of publication: Aldershot, Hants, England; Burlington, VT, USA
Language: eng
Number of pages: 436
Subjects: Airlines -- Management.; Success in business.
Description: Air transport consultant Holloway, arguing that the air transport industry has evolved to the point where it is simply another service provider, presents advice on how to properly run an airline. Relying heavily on services management literature, research in strategic management, and work in brand management; he links together how these fields address concerns in integrating strategy, marketing, human resources management, and operations.
Notes: Includes bibliographical references (p. 403-421) and index.
Table of contents: title: Machine generated contents note: 1. Strategic Service Management: What is Meant by 'Strategic'?; title: What is strategy?; title: The strategy-making process; title: The content of strategy; title: Summary; title: 2. Competitive Advantage; title: Definition and sources of competitive advantage; title: The rest of the book; title: Summary; title: 3. Competitive Scope and the Service Concept; title: Identification and segmentation of available markets; title: The competitive scope decision; title: The service concept; title: Summary; title: 4. Designing the Service-Price Offer; title: The distinguishing characteristics of services; title: Service design: competitive strategy in action; title: The elements of service design; title: The service design and development process; title: Price; title: The service-price offer; title: Bridging the perceptions gap; title: Summary; title: 5. Service Attributes; title: Passenger airline service attributes; title: Service processes; title: Service encounters; title: Servicescapes; title: Conclusion; title: 6. Managing Communications; title: Brand identity and image revisited; title: Communication objectives; title: External communications: customers; title: External communications: other stakeholders; title: Internal communications; title: Development of an integrated communications programme; title: Conclusion; title: 7. Managing Service Delivery; title: Processes; title: Resources, tasks, and activities; title: Organizational architecture; title: Conclusion; title: 8. Managing Relationships; title: Stakeholder networks; title: Employee relationships; title: Customer relationships; title: Collaborative relationships; title: Conclusion; title: 9. Managing Performance; title: Performance management systems; title: The micro-level: service failure and recovery; title: The macro-level: organizational performance as a whole; title: 10. Change, Creativity, and Innovation; title: Change; title: Creativity; title: Innovatioir; title: Conclusion; title: References; title: Index.