Competitive confrontation in consumer services

Abstract

Here's an airline service performance you might take for granted: Coach passengers are enjoying their overnight Swissair flight to Geneva. The plane left promptly from JFK, dinner was first rate and was served swiftly and elegantly. What's missing from the sounds in the cabin? The crying of babies. They are sound asleep, cradled in specially designed hammocks called baby baskets. Never resting on its reputation for excellence in service management, Swissair keeps ahead with such innovations. The corporate payoff for such attention to detail is that Swissair continues to be the international airline most travelers prefer. Its flights are filled—at premium prices—because of its carefully designed and rehearsed services.

Citation

Allen, M.G. (1989), "Competitive confrontation in consumer services", Planning Review, Vol. 17 No. 1, pp. 4-46. https://doi.org/10.1108/eb054242