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An Examination of Service Failures Encountered in Indian Aviation Industry

International Journal of Hospitality and Tourism Systems

Volume 4 Issue 2

Published: 2011
Author(s) Name: Deepak Raj Gupta, Poonam Sharma
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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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