Soaring to new heights
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1993
Abstract
Argues that customer service in the airline industry is the only thing that differentiates one company from another. Explains that British Airways discovered this during the 1980s with its “Customer First” campaign and plan to follow through with similar programmes in the future. Reviews the airline′s customer loyalty strategy and its customer satisfaction research techniques.
Keywords
Citation
Robson, J. (1993), "Soaring to new heights", Managing Service Quality: An International Journal, Vol. 3 No. 2, pp. 465-468. https://doi.org/10.1108/EUM0000000003160
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited