The application of benchmarking in China airlines to improve customer satisfaction
The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. With the characteristic of high risk, high technology and high investment, airline industry is confronting fiercer competition introduced by "open...
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| creator | Xinhui Ren Yifei Zhao |
| description | The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. With the characteristic of high risk, high technology and high investment, airline industry is confronting fiercer competition introduced by "open sky policy". Customer service is one of the most important processes in airline industry and is recognized as key to the success of business competition. In order to improve customer satisfaction, benchmarking has been used as a useful tool in paper to evaluate airlines' work and find differences among them. Three biggest domestic airline and a foreign airline have been selected and studied as benchmark. Through benchmarking and learning from them, the performance improvement is obtained. |
| doi_str_mv | 10.1109/ICSSSM.2005.1499461 |
| format | Conference Proceeding |
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With the characteristic of high risk, high technology and high investment, airline industry is confronting fiercer competition introduced by "open sky policy". Customer service is one of the most important processes in airline industry and is recognized as key to the success of business competition. In order to improve customer satisfaction, benchmarking has been used as a useful tool in paper to evaluate airlines' work and find differences among them. Three biggest domestic airline and a foreign airline have been selected and studied as benchmark. Through benchmarking and learning from them, the performance improvement is obtained.</description><identifier>ISSN: 2161-1890</identifier><identifier>ISBN: 9780780389717</identifier><identifier>ISBN: 0780389719</identifier><identifier>DOI: 10.1109/ICSSSM.2005.1499461</identifier><language>eng</language><publisher>IEEE</publisher><subject>Customer satisfaction ; Customer service ; Globalization ; Human resource management ; Industrial economics ; Investments ; Power generation economics ; Research and development management ; Roads ; Technology management</subject><ispartof>Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005, 2005, Vol.1, p.199-203 Vol. 1</ispartof><woscitedreferencessubscribed>false</woscitedreferencessubscribed></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://ieeexplore.ieee.org/document/1499461$$EHTML$$P50$$Gieee$$H</linktohtml><link.rule.ids>309,310,780,784,789,790,2058,4050,4051,27925,54920</link.rule.ids><linktorsrc>$$Uhttps://ieeexplore.ieee.org/document/1499461$$EView_record_in_IEEE$$FView_record_in_$$GIEEE</linktorsrc></links><search><creatorcontrib>Xinhui Ren</creatorcontrib><creatorcontrib>Yifei Zhao</creatorcontrib><title>The application of benchmarking in China airlines to improve customer satisfaction</title><title>Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005</title><addtitle>ICSSSM</addtitle><description>The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. 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Through benchmarking and learning from them, the performance improvement is obtained.</description><subject>Customer satisfaction</subject><subject>Customer service</subject><subject>Globalization</subject><subject>Human resource management</subject><subject>Industrial economics</subject><subject>Investments</subject><subject>Power generation economics</subject><subject>Research and development management</subject><subject>Roads</subject><subject>Technology management</subject><issn>2161-1890</issn><isbn>9780780389717</isbn><isbn>0780389719</isbn><fulltext>true</fulltext><rsrctype>conference_proceeding</rsrctype><creationdate>2005</creationdate><recordtype>conference_proceeding</recordtype><sourceid>6IE</sourceid><sourceid>RIE</sourceid><recordid>eNotUM1KxDAYDKjgsvYJ9pIXaM3XtElzlOLPwopg1_OS5sdG27QkVfDtjbjDwJxmmBmEdkAKACJu923Xdc9FSUhdQCVExeACZYI3JJE2ggO_RJsSGOTQCHKNshg_SAIVrIZyg16Pg8FyWUan5Opmj2eLe-PVMMnw6fw7dh63g_MSSxdG503E64zdtIT522D1Fdd5MgHHZI5Wqr-IG3Rl5RhNdtYtenu4P7ZP-eHlcd_eHXIHvF5zW9PeQiNNX-lGcyIqxWVJOKt5ataTHkCAZaCVBVpaRUQaqCtrpdbMUEW3aPef64wxpyW4VPnndH6B_gL8tFJS</recordid><startdate>2005</startdate><enddate>2005</enddate><creator>Xinhui Ren</creator><creator>Yifei Zhao</creator><general>IEEE</general><scope>6IE</scope><scope>6IL</scope><scope>CBEJK</scope><scope>RIE</scope><scope>RIL</scope></search><sort><creationdate>2005</creationdate><title>The application of benchmarking in China airlines to improve customer satisfaction</title><author>Xinhui Ren ; Yifei Zhao</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-i175t-f53bf18aeb4d8d7094c7a207657512b0b1191f61dcf132fc09149d4ffadd6e3c3</frbrgroupid><rsrctype>conference_proceedings</rsrctype><prefilter>conference_proceedings</prefilter><language>eng</language><creationdate>2005</creationdate><topic>Customer satisfaction</topic><topic>Customer service</topic><topic>Globalization</topic><topic>Human resource management</topic><topic>Industrial economics</topic><topic>Investments</topic><topic>Power generation economics</topic><topic>Research and development management</topic><topic>Roads</topic><topic>Technology management</topic><toplevel>online_resources</toplevel><creatorcontrib>Xinhui Ren</creatorcontrib><creatorcontrib>Yifei Zhao</creatorcontrib><collection>IEEE Electronic Library (IEL) Conference Proceedings</collection><collection>IEEE Proceedings Order Plan All Online (POP All Online) 1998-present by volume</collection><collection>IEEE Xplore All Conference Proceedings</collection><collection>IEEE Electronic Library (IEL)</collection><collection>IEEE Proceedings Order Plans (POP All) 1998-Present</collection></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext_linktorsrc</fulltext></delivery><addata><au>Xinhui Ren</au><au>Yifei Zhao</au><format>book</format><genre>proceeding</genre><ristype>CONF</ristype><atitle>The application of benchmarking in China airlines to improve customer satisfaction</atitle><btitle>Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005</btitle><stitle>ICSSSM</stitle><date>2005</date><risdate>2005</risdate><volume>1</volume><spage>199</spage><epage>203 Vol. 1</epage><pages>199-203 Vol. 1</pages><issn>2161-1890</issn><isbn>9780780389717</isbn><isbn>0780389719</isbn><abstract>The airline industry is forced by the increasing worldwide competition due to the development of economic globalization and technology advancements. With the characteristic of high risk, high technology and high investment, airline industry is confronting fiercer competition introduced by "open sky policy". Customer service is one of the most important processes in airline industry and is recognized as key to the success of business competition. In order to improve customer satisfaction, benchmarking has been used as a useful tool in paper to evaluate airlines' work and find differences among them. Three biggest domestic airline and a foreign airline have been selected and studied as benchmark. Through benchmarking and learning from them, the performance improvement is obtained.</abstract><pub>IEEE</pub><doi>10.1109/ICSSSM.2005.1499461</doi></addata></record> |
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| ispartof | Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005, 2005, Vol.1, p.199-203 Vol. 1 |
| issn | 2161-1890 |
| language | eng |
| recordid | cdi_ieee_primary_1499461 |
| source | IEEE Electronic Library (IEL) Conference Proceedings |
| subjects | Customer satisfaction Customer service Globalization Human resource management Industrial economics Investments Power generation economics Research and development management Roads Technology management |
| title | The application of benchmarking in China airlines to improve customer satisfaction |
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