Providing good quality services enables airlines to retain customer satisfaction, loyalty, market-share, and ultimately profitability. However, U.S. airlines compete primarily on price and are not known for good quality service. There have been a growing number of low-cost airlines. In such a business landscape, we study whether a full-service carrier indeed outperforms a low-cost carrier in terms of service quality when we control for the operational costs. We are also interested to find out which dimensions of service quality have the greatest potential for improvement and how these potential improvement areas differ for low-cost and full-service carriers. We contribute to the service operations literature that looks at efficiency by incorporating customer service quality outputs which has never been done before for the airline industry. We find that major airlines in the industry are lacking staff enthusiasm, adequate cabin presence, and behavioral consistency. Moreover, 33.3% of firms need to deliver more comfortable seats, better meals, in-flight entertainment, and cleaner surroundings. On the other hand, notably, U.S. airlines are operating quite efficiently when it comes to service supply chain quality. We also provide managerial guidelines for U.S. airlines to improve their service quality and overall customer satisfaction.
Organizations absorb their nations' culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation's culture on airline service quality. We use a non-perceptual global, airline dataset where cultural differences are measured by Hofstede's and the GLOBE project's national characteristics. As indicators of service quality, we use assessments of an independent evaluation agency. We find that cultures that place high value on future orientation provide higher quality airline services. On the other hand, cultures that are high in individualism and uncertainty avoidance tend to perform poorly. High individualism might impair true concern for passenger welfare, and high uncertainty avoidance means that employees are apprehensive towards the constant changes and fine-tuning necessary in airline services. We also determine that the implications of national culture may vary by passenger segments identified by cabin types.
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