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职称英语理工完形填空历年试题模拟试题补全短文概括大意词汇指导阅读理解例题习题卫生职称英语词汇指导完形填空概括大意历年试题阅读理解补全短文模拟试题例题习题综合职称英语完形填空历年试题模拟试题例题习题词汇指导阅读理解补全短文概括大意
论文作者:www.51lunwen.org论文属性:作业 Assignment登出时间:2016-01-16编辑:zhaotianyun点击率:8543
论文字数:2933论文编号:org201601132141188622语种:英语 English地区:英国价格:免费论文
摘要:摘要:本文主要讲述了航空公司的服务态度和当前的行业趋势。
Airline personnel involved in provision of various airline services includes flight crew comprising of pilots, flight attendants and security attendants and ground crew comprising ticket agents, technicians, baggage handlers, flight dispatchers, ramp agents, gate agents, reservation and passenger agents. The flight crew is in charge of all operations in an airplane while ground crew has liability over processes in the airports. Fuel and labour forms the largest part of airlines cost of operation, while leasing of aircrafts forms an important tool of meeting capital requirements by the companies.
The main source of demand for airlines comprises of mail transport, freight transport, tourists, and business travellers (Doganis, 2005, p. 280). According to Shaw (2004), business travellers are more concerned of flight schedules while personal travellers and tourists are more curious of ticket prices. Mail and freight services form close to 15% of total revenue generated by airline companies (p. 75). Overall, services offered by airline companies enhance convenience to some goods and services for example foreign products, business meetings, and vacations.
Profitability in the airline industry has been volatile. However, analysts have projected an upward growth in the industry in the unforeseeable future. The industry has high fixed costs and is susceptible to changes in fuel prices and political situations in their destinations. In addition, competition in the industry among key players has exerted more pressure on their profitability leaving the companies with only the macroeconomic factors to depend on for their profitability. On the other hand, this has necessitated formation of partnerships and alliances, privatization, operating efficiency and liquidation in order to maintain competitive advantage in the market.
Recently, the airline companies have put great emphasis on the level of services they provide to their customers in the industry. This follows an earlier period of deteriorating and poor services provision by the airline companies. According to Doganis (2010), air delays often lower service quality in the airline industry (p.88). This usually occurs because of congestion, weather or other external factors. It is therefore, essential that airline companies invest additional capital or take the necessary remedies to ensure their strict adherence to time performance. Such measures include extra aircrafts, which are unscheduled in case of a plane breakdown and employment of standby employees to take control in case of a go-slow by the regular employees (Hanlon, 2007, p. 152).
Doganis (2005) adds that, time performance in the airline industry is a key competitive advantage strategy since most customer expectations are based on earlier time performance of an airline in that route (p.86). The major aftermath of a flight delay therefore, is drops in future demand for the airline because of demand inelasticity of the industry. This is especially severe in routes where a couple of airlines operate since customers have alternatives. It is therefore, a challenge for airline companies to ensure time performance in aggressive routes.
文献回顾——Literature Review
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