An Examination of Service Failures Encountered in Indian Aviation Industry
Published: 2011
Author(s) Name: Deepak Raj Gupta, Poonam Sharma
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Abstract
Service encounters are critical in all service industries; India’s dynamic aviation market is of no exception. There
is fierce competition among airlines and ‘customer satisfaction’ is the only mantra to survive in this competitive
market. The present study aims to identify, classify and analyze the type of service failures encountered by airline
passengers during travel in domestic sectors of India with the help of critical incident technique. Hundred critical
incidents were collected from 100 respondents out of which 95 are dissatisfied service encounters. From these 95
incidents, twenty-six service failures were derived which again classified into groups and category of type of
incident outcome given by Bitner et al, 1990. The study focuses only on negative critical incidents in the relations
between the airline companies and passengers.
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