文章基本信息

标题：Identifying Business Strategic Opportunities in a Private Airline Using Delta Model
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作者：Nastaran Pourakbari ; Ali Taghizadeh Herat ; Mohammad Ali Alemi 等
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：5
页码：669-679
DOI：10.6007/IJARBSS/v8-i5/4169
语种：English
出版社：Human Resource Management Academic Research Society
摘要：Airline customer service, a vital part in successful organizations, plays an important role in improving company profits. Since there are few studies considering customer service in Iranian airlines, this paper employs Delta model, which is a customer based approach in strategic management, to improve aircraft maintenance and customer satisfaction. In this research, six service levels are defined and data is collected by interviews. The aim of this research is to identify business strategic opportunities to improve customer service. The main contribution of this paper is to employ Delta model in the Iranian airline industry. The results shows that it can be possible to improve airline customer service using Delta model. The main conclusion to be drawn from the results is that scheduling and budgeting are the vital part in the airline customer service and working on can be a future research.