In a service business, quality is a function of the customer's perception of the service delivery. To help British Airways improve its service quality, the company is concentrating its training effort on the front‐line staff — the Cabin Crew — to the mutal benefit of both staff and customers.
FOSTER, K. (1991), "Not just a job", Managing Service Quality: An International Journal, Vol. 1 No. 4, pp. 223-227. https://doi.org/10.1108/eb006137
MCB UP Ltd
Copyright © 1991, MCB UP Limited