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Not just a job

Not just a job In a service business, quality is a function of the customer's perception of the service delivery. To help British Airways improve its service quality, the company is concentrating its training effort on the frontline staff the Cabin Crew to the mutal benefit of both staff and customers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/eb006137
Publisher site
See Article on Publisher Site

Abstract

In a service business, quality is a function of the customer's perception of the service delivery. To help British Airways improve its service quality, the company is concentrating its training effort on the frontline staff the Cabin Crew to the mutal benefit of both staff and customers.

Journal

Managing Service QualityEmerald Publishing

Published: Apr 1, 1991

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