Airline industry service performance management strategy

By: Lok, Johnny Ch

⦁Long time airport staying and passengerconsumption relationshipIt is an interesting question: Can the country's airport service performance influence passengers consumption desire? Nowadays, travelling is a kind of popular entertainment whn working people have holidays, retired people have more savings and students need to go to holiday to feel rest time after they had hard to study. They will choose go to other countries to travel. So, " freguent travelling times" which will increase to any travelling consumers. If the traveller often chooses to go to the country to travel, he must need to permit to enter the country from its airport immigration. If his every visiting time to the country's airport, he feels the country's airports' staffs services are poor performance and he feels that they are not polite or rude attitude to treat him when he needs to check out or check in from the country's airport immigraton gates, even he feels difficult to enquire any airport service staffs, either he feels difficult to find them or they need to spend long time to let him to queue to wait enquiry, even he also needs to spend long time to queue to wait check in or check out in airport immigration gates when he arrives the country's airport or he leaves the country's airport.All of these negative airport staffs' service attitudes and poor service behavioral feeling, they will cause the frequent traveller doubts whether the country is a worthy travelling place and it is possible to led his negative consumption desire in the country's airport. Then, all of these negative emotion will influence the frequent traveller reduces consumption in the country's airport, even wothut any consumption in the country's airport, when he visits the country to travel every time. So, it seems that airport's service performance will influence travellers carry on more or less consumption in the country's airport. Then, it will influence all the country's airport related retail and restaurant businesses' sales to be reduced indirectly in the country's airport.Instead of airport service performance intangible factor aspect, the airport's clean, airport itself appearance attractive design, large size and shops and restaurants' suitable locations and internal environment design etc. these tangible factors will also influence travellers' consumption desires in the country's airport. For example, in one special day, e.g. Olympic Games day, the Olympic Games country's airport may complete in record time and its airport can successfully handle a estimate record 85,000 minimum departing passengers a day during the Olympic Games period, twice the number on normal days. Travellers and media will describe the Olympic Games country's airport retail shops and restaurants consumption experience as seamless, magical and unforgettale airport staying experience, if the Olympic games country's airport can provide an excellent service performance on the Olympic games period. Then, it will influence the increasing sale amount in the Olympic Games country airport retail stores and restaurants during period. So, when the country is experiencing special day, such as "Olympic Games " is chosen to carry on competition in the country. Then, in this Olympic Games period, it will attract many travellers to choose to go to this country to travel, due to they have interest to watch Olympic Games competition in this country. This country's airport will represent this country's image. If it 's airport service staffs can provide excellent service to let any one of travellers to feel when they are staying in this country's airport short time and this country's airport itself appearance and design can also be changed more attractive and beautiful and the airport's retail stores and restaurants also design more attractive and beautiful.

• Format: Paperback
• Language: English
• ISBN: B086B9R2PG
• ISBN13: 9798629807353
• Release Date: January 1
• Publisher: Independently Published
• Length: 308 Pages
• Weight: 1.87 lbs.
• Dimensions: 0.8" x 8.0" x 10.0"