Service Quality in Airlines

The Significant Role of Frontline Employees in Airline Industry of India

Nonfiction, Reference & Language, Transportation, Aviation
Cover of the book Service Quality in Airlines by Manmohan Dr Chaudhary, Kalpaz Publications
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Author: Manmohan Dr Chaudhary ISBN: 9789351289975
Publisher: Kalpaz Publications Publication: June 30, 2016
Imprint: Kalpaz Publications Language: English
Author: Manmohan Dr Chaudhary
ISBN: 9789351289975
Publisher: Kalpaz Publications
Publication: June 30, 2016
Imprint: Kalpaz Publications
Language: English

The book is about the FLSE commitment towards the delivery of services in the Airline Industry of India.The main objective of the study was to investigate the antecedents and consequences of Frontline employeecommitment on job satisfaction and also to study whether job satisfaction serves as a mediator between different antecedents and their consequences for which hypothesized relationships were developed.This study has examined various antecedents and consequences of FLSE commitment to service quality which includes organizational support, reward, employee empowerment, training. Service technology, supportive management, servant leadership (antecedents) and frontline employee commitment to firm, frontline commitment to service quality, frontline employee commitment to service recovery performance, frontline commitment to job performance, cooperation, extra idle customer service behaviour (consequences) that affects the employees commitment towards the organization.A very interesting research study which could definitely be of help to the Airline Industry of India.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

The book is about the FLSE commitment towards the delivery of services in the Airline Industry of India.The main objective of the study was to investigate the antecedents and consequences of Frontline employeecommitment on job satisfaction and also to study whether job satisfaction serves as a mediator between different antecedents and their consequences for which hypothesized relationships were developed.This study has examined various antecedents and consequences of FLSE commitment to service quality which includes organizational support, reward, employee empowerment, training. Service technology, supportive management, servant leadership (antecedents) and frontline employee commitment to firm, frontline commitment to service quality, frontline employee commitment to service recovery performance, frontline commitment to job performance, cooperation, extra idle customer service behaviour (consequences) that affects the employees commitment towards the organization.A very interesting research study which could definitely be of help to the Airline Industry of India.

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