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Drawing on recent developments in the services management, strategic management and brand management literatures, this stimulating and well-illustrated book presents critical new approaches to developing customer-centered airline strategies. Designed for a wide audience of aviation management students and professionals it acts as a a /linking texta , using a services management approach to integrate strategy, marketing, human resources management and operations. Written in an accessible and practical style, it is the first book to draw together a broad range of knowledge from contemporary management fields to produce a framework specifically relevant to the airline industry. It is an unparalleled resource for students and airline managers alike.
Stephen Holloway is a Consultant to the air transport industry, specializing in both strategic and financial management.
Contents: Strategic service management: what is meant by a "strategica (TM)?; Competitive advantage; Competitive scope and the service concept; Designing the service-price offer; Service attributes; Managing communications; Managing service delivery; Managing relationships; Managing performance; Change, creativity and innovation; References; Index.
Number Of Pages:
- ID: 9780754615583
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