Author： Street Mike
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.4, Iss.4, 1994-04, pp. : 13-16
Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.
Abstract
Before 1983 there was much criticism of the level of service at British Airways. Describes how British Airways has moved since then to the position of being able to call itself "The World's Favourite Airline". This took place by means of four staff programmes, "Putting People First", "A Day in the Life", "To be the Best" and "Winning for Customers". The aim is ensure that quality permeates the organization in order to ensure the long-term success of the company.
Related content
Training People to Deliver Service Excellence in British Airways
By Street Mike
Training for Quality, Vol. 2, Iss. 3, 1994-03 ,pp. :
Access to resources
Recommend
A "scorecard" for service excellence
Measuring Business Excellence, Vol. 8, Iss. 4, 2004-12 ,pp. :
The quest for service excellence
By Wood Steve
Total Quality Management, Vol. 8, Iss. 2-3, 1997-06 ,pp. :
Service excellence in the banking industry
By Kim Seonmee Kleiner Brian H
Managing Service Quality, Vol. 6, Iss. 1, 1996-01 ,pp. :