Author: Andrew R. Thomas
Publisher: Prometheus Books
ISBN: 1615926593
Category : Political Science
Languages : en
Pages : 272
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Book Description
This frightening book explores the causes and cases of air rage that have resulted in crashes on commercial airlines. The author attempts to make readers aware of the scope of the problem and what can be done to solve it.
Author: Angela Dahlberg
Publisher: Routledge
ISBN: 1351959980
Category : Transportation
Languages : en
Pages : 312
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Book Description
This book introduces a new Human Factors concept that includes the air passenger as an integral part of the aviation system. It develops a revised Reason Model on Human Error that applies its principles to the prevention of passenger misconduct, with a focus on organizational issues affecting the interface between the air passenger and the airlines. It also builds a synergistic model addressing the traditional conflict between safety and service objectives. Incorporating a diffusion of air traveller tension, a Passenger Risk Management Model leads to a strategic approach for reducing incidents of Air Rage.
Author: Joyce A. Hunter
Publisher: Routledge
ISBN: 1317181069
Category : Psychology
Languages : en
Pages : 237
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Book Description
The new realities of airline travel came into full focus after the September 11 terrorist attacks. These horrific events escalated air rage incidents by 400%, but more importantly they put the entire airline industry under the spotlight. In subsequent years, the general public began to voice frustrations with the industry in very dramatic ways, a marked shift in consumer behavior from that of before 9/11. The International Transport Workers Federation responded with a call to action to bring about major changes to raise the airline industry to a level of service quality sufficient to meet the needs of 21st Century passengers. The quality of services that airline customers expect and the propensity toward air rage needs to be understood. Undoubtedly, some passengers are prone to air rage by factors in no way related to customer service. However, a better understanding of the customer's perception of service and airlines' offerings is one way of addressing the air rage crisis, combating the contributing factors long before they conspire to provoke a damaging incidence. Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today's customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions? The book addresses these key issues in five stages: 1.
Author: Andrew R. Thomas
Publisher:
ISBN:
Category : Political Science
Languages : en
Pages : 280
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Book Description
This frightening book explores the causes and cases of air rage that have resulted in crashes on commercial airlines. The author attempts to make readers aware of the scope of the problem and what can be done to solve it.
Author: Jochen Wirtz
Publisher: World Scientific Publishing Company
ISBN: 194465903X
Category : Business & Economics
Languages : en
Pages : 801
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Book Description
Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Author: Robert C. Ford
Publisher: SAGE Publications
ISBN: 1071876287
Category : Business & Economics
Languages : en
Pages : 774
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Book Description
Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
Author:
Publisher:
ISBN:
Category : Crime
Languages : en
Pages : 444
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Book Description
Author: Monica Martinussen
Publisher: CRC Press
ISBN: 1351649019
Category : Technology & Engineering
Languages : en
Pages : 356
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Book Description
This book covers the application of psychological principles and techniques to situations and problems of aviation. It offers an overview of the role psychology plays in aviation, system design, selection and training of pilots, characteristics of pilots, safety, and passenger behavior. It covers concepts of psychological research and data analysis and shows how these tools are used in the development of new psychological knowledge. The new edition offers material on physiological effects on pilot performance, a new chapter on aviation physiology, more material on fatigue, safety culture, mental health and safety, as well as practical examples and exercises after each chapter.
Author: Jennie Small
Publisher: Channel View Publications
ISBN: 1845419049
Category : Business & Economics
Languages : en
Pages : 268
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Book Description
Taking a critical approach to the air passenger experience, this book considers the representations, embodied practices and materialities of air travel. Concerned with the politics and social justice issues of travel and mobility, it examines the passenger and their experience of the airport, fellow passengers, flying during the COVID-19 pandemic, and response to the issue of air travel sustainability. It explores the diverse experiences of those with a disability or fear of flying. The volume brings the journey to the fore as a complex and meaningful experience, filling a gap in the social science research of tourist behaviour where, traditionally, the focus has been the destination experience. The book will be of interest to scholars from a range of social science disciplines and fields of study including tourism studies, mobility studies, cultural studies, and disability studies.
Author: Bartholomew Elias
Publisher: CRC Press
ISBN: 1420070304
Category : Law
Languages : en
Pages : 442
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Book Description
The response of the U.S. federal government to the events of September 11, 2001 has reflected the challenge of striking a balance between implementing security measures to deter terrorist attacks while at the same time limiting disruption to air commerce. Airport and Aviation Security: U.S. Policy and Strategy in the Age of Global Terrorism is a co
