(2004), "Economy", International Journal of Productivity and Performance Management, Vol. 53 No. 7. https://doi.org/10.1108/ijppm.2004.07953gaa.008
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I recently travelled on a plane in which there were two separate classes – business and economy (coach). However this was a small (100-seater plane) and the seats were exactly the same. They had different colour covers on the headrests, that’s all. The difference in service? Business travellers got a drink (there wasn’t time for food); economy travellers didn’t. The difference in price? I don’t know … but I suspect that the difference wasn’t worth the cost of maintaining two classes of travel on such a short service. Most airline CEOs are not fools – so what am I missing?