2 กรกฎาคม - ธันวาคม 2557
Service Excellence: A key success factor of Airlines Business
Airlines Business is a service business which is very important for the chain of air transport industry.
It is a business that generates income for the country and creates thousands of work. It impacts on good quality of life
in the wider society. In the last 2 decades, the air transportation changed rapidly. It causes the business get the high
competition. Hence, The Service Excellence is one of the key success factor for the business. The airlines organization
will need to focus on the needs and expectations of passengers through study, research and apply the Guestology for
creating the service vision, developing service planning and creating service delivery in every service touchpoint.
The excellent services will enhance the competitiveness in the business and also the survival and success of the
Keywords: Service, Airlines Business, Airlines