Reports on the findings of an ongoing study in the airline, hotel chain and car hire industries, to identify key gaps between what frequent travellers say is important and what their perception of actual service delivery is. Considers that of the three industries studied, airlines have the most opportunity for improvement. Asserts that many airlines, hotel chains and car hire companies are concentrating their efforts in areas that are the least important and missing service improvements in what frequent travellers say are more important areas. Concludes that today, companies must realise that improving service quality and delivery pays off.
Research Corporation, O. (1991), "Improving service quality to business travellers", Managing Service Quality: An International Journal, Vol. 1 No. 1, pp. 27-29. https://doi.org/10.1108/EUM0000000003118
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