TY  - JOUR
AB  - How information technology is rapidly becoming necessary for
achieving quality in the airline industry is focused on. Three levels of
service quality management are proposed in a strategic model: the
standard service system; a complex service system; and a sensitive
service system. The latter implies the integration of an advanced
information culture with an advanced service culture. SAS is used as an
empirical case to illustrate development to today′s practice and to
compare present practice with the proposed strategy for tomorrow.
VL  - 2
IS  - 3
SN  - 0956-4233
DO  - 10.1108/EUM0000000002805
UR  - https://doi.org/10.1108/EUM0000000002805
AU  - Olaisen Johan
AU  - Revang Øivind
PY  - 1991
Y1  - 1991/01/01
TI  - The Significance of Information Technology for Service Quality: From Market Segmentation to Individual Service
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 26
EP  - 46
Y2  - 2024/04/25
ER  -