Anger in the air: combating the air rage phenomenon
Auteur :
Hunter, Joyce A.
Éditeur :
Taylor & Francis Ltd
ISBN :
9780754671930
Date de publication :
15 juin 2009
Dimensions :
23,4 x 15,6 cm
Poids :
453 g
Langue :
Anglais
Pays d'origine :
Grande Bretagne
Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today's customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions?