Passengers and Airlines: Friends, or Foes

How would you define quality and how is quality measure in this industry? Are some measurements more useful than others? Explain. Some service activities, such as delayed departures, are not under total control by airlines, but are affected by outside factors. Among all service activities that affect quality for customers, identify three or more that are totally controlled by airlines, and three or more that airlines cannot totally control. Should both sets of activities be included in the airlines’ quality ratings? Explain.
Business Essentials by Ronald J. Ebert and Ricky W. Griffin, 10th Edition. Prentice Hall ISBN: 9780133454420