Service Quality in Airlines: The Significant Role of Frontline Employees in Airline Industry of India

by Manmohan Dr Chaudhary

Overview

The book is about the FLSE commitment towards the delivery of services in the Airline Industry of India.The main objective of the study was to investigate the antecedents and consequences of Frontline employeecommitment on job satisfaction and also to study whether job satisfaction serves as a mediator between different antecedents and their consequences for which hypothesized relationships were developed.This study has examined various antecedents and consequences of FLSE commitment to service quality which includes organizational support, reward, employee empowerment, training. Service technology, supportive management, servant leadership (antecedents) and frontline employee commitment to firm, frontline commitment to service quality, frontline employee commitment to service recovery performance, frontline commitment to job performance, cooperation, extra idle customer service behaviour (consequences) that affects the employees commitment towards the organization.A very interesting research study which could definitely be of help to the Airline Industry of India.

Product Details

ISBN-13:	9789351289975
Publisher:	Kalpaz Publications
Publication date:	06/30/2016
Sold by:	Barnes & Noble
Format:	eBook
Pages:	284
File size:	5 MB

About the Author

Dr Manmohan Chaudhary belongs to Gurgaon,Haryana.She did her PhD from Aligarh Muslim University.She has presented as well as published various research papers in some renowned journals. She has both industry as well as teaching experience. She hasbeen teaching students of BBA and PGDM at various colleges. She loves gardening and playing badminton.