Service Quality in Airlines
：The Significant Role of Frontline Employees in Airline Industry of India
Publication subTitle ：The Significant Role of Frontline Employees in Airline Industry of India
Author： Chaudhary; Dr Manmohan
Publisher： Kalpaz Publications
Publication year： 2016
E-ISBN: 9789351289975
P-ISBN(Paperback): 9789351282167
Subject： V2-9 Air Transportation Economy
Keyword： 航空运输经济,交通运输经济
Language： ENG
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Description
The book is about the FLSE commitment towards the delivery of services in the Airline Industry of India.The main objective of the study was to investigate the antecedents and consequences of Frontline employeecommitment on job satisfaction and also to study whether job satisfaction serves as a mediator between different antecedents and their consequences for which hypothesized relationships were developed.This study has examined various antecedents and consequences of FLSE commitment to service quality which includes organizational support, reward, employee empowerment, training. Service technology, supportive management, servant leadership (antecedents) and frontline employee commitment to firm, frontline commitment to service quality, frontline employee commitment to service recovery performance, frontline commitment to job performance, cooperation, extra idle customer service behaviour (consequences) that affects the employees commitment towards the organization.A very interesting research study which could definitely be of help to the Airline Industry of India.
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