文章基本信息

标题：AN OVERVIEW OF THE QUALITY CONCEPT IN THE AIR TRANSPORTATION BUSINESS: A SYSTEMATIC LITERATURE REVIEW
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作者：Nicole Kalemba ; Fernando CampaPlanas
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2017
卷号：11
期号：1
DOI：10.18421/IJQR11.01-04
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：The main purpose of this research is to provide a comprehensive overview of literature related to the quality phenomena in the air transportation business over the last decades, to assess if there is some relationship between variables related to the quality concept in this business and how they have been developed during this period. To obtain this goal, a systematic literature review (SRL) has been carried out, based on international academic literature of Scopus and ISI Web of Science databases simultaneously, identifying the corresponding main papers on the research question, as well as carrying out a network analysis resulting from this review. The number of papers related to the quality concept have considerably increased during the last decades, showing, therefore, the dynamism, higher importance and interest that this topic has gained. Findings show, as well, a detailed overview of the most cited articles and productive journals on this research topic and the importance of co-occurrence between the established variables. This study promotes the growing interest that the research topic is receiving, as well as it provides a broad understanding on the variables that frame the development of this concept in the air transportation business, giving, therefore, a general overview and helping researchers and practitioners.
关键词：quality; service quality; service experience; airline companies; air transport; systematic literature review