Delivering Excellent Service Quality in Aviation

Rezensionen / Stimmen

'This book provides a holistic view on service quality management in the aviation context for imparting knowledge to service providers as well as involved engineers. The book reflects the requirements of enhanced competition by integrating the specific requirements of all aviation-related service providers. As a member of one of the main aircraft manufacturers, the author himself serves with his business and engineering background as an excellent example for integrated service quality management. By means of a case study, he also gives detailed insight into implementing the recommended service quality circle in practice.'Arnold Hermanns, Universitaet der Bundeswehr in Munich, Germany. 'Although the book is primarily written for use in the aviation industry, it is also beneficial to other service sectors. The practical step-by-step guide to manage service quality can help many service managers to define service standards and to measure service performance in their business. The importance-performance matrix and the analysis of the positioning of customer-driven service standards in this matrix are very helpful in making the discussion on service quality more visual and tangible. The detailed examples on how this works in the case study further open the eyes of the reader.' Aerlines, Issue 37, June 2007