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Influences on Passenger Satisfaction With Journeys by Air: A Consumerist Gap Study.

Laws, Eric. (1991) Influences on Passenger Satisfaction With Journeys by Air: A Consumerist Gap Study. Doctoral thesis, University of Surrey (United Kingdom)..

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This study was concerned with the development and application of the consumerist gap, a concept introduced by this researcher. The dissertation describes a pilot study in which methodologies have been developed to track the fluctuating experiences of satisfaction during journeys by air, and it demonstrates how the observations may be analysed to reveal structures underlying satisfaction experiences, and to identify the most significant influences on their satisfaction under selected conditions. As a context to the consumerist gap research, this study has included an analysis of marketing and service theory, and an examination of the technical, regulatory and competitive realities of current airline operations. The discussion is related to the evolving management practices and culture at British Airways, the host organisation for this research. The dissertation which follows presents a series of case studies analysing how various aspects of flight sertvices were experienced, both by the researcher and other passengers. It compares different categories of flight both structurally and qualitatively and examines a series of delays and other service failures. The methodologies and findings are related to existing practices and theories, and the potential applications of the approach are discussed. These include marketing and service blueprinting techniques.

Item Type: Thesis (Doctoral)
Divisions : Theses
Authors : Laws, Eric.
Date : 1991
Additional Information : Thesis (M.Phil.)--University of Surrey (United Kingdom), 1991.
Depositing User : EPrints Services
Date Deposited : 30 Apr 2019 08:08
Last Modified : 20 Aug 2019 15:32

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