Literature Review

Quality Service

Leiyen Perry

Embry-Riddle Aeronautical University

Quality Service

As consumers in this industry we like to have and feel a connection with the things that we spend our money on. We all work so hard for the money that we earn that we can’t help but to want to see it go to good use. When buying someone’s products or services we look behind the intricate detail behind their quality of product and the service provided with it. The quality of service plays a huge role because people want to be treated in a respected manner and get their money worth. They want you to give you their best to make sure that you do return. They also want you to spread the positive experience that you had to your friends so they can gain more cliental. There are just a couple of problems with the quality of service and it has to deal with the price that you pay for the merchandise and how it hasn’t really evolved throughout the years.

Service quality is usually defined as the customer's impression of the relative superiority/inferiority of a service provider and its services (Bitner and Hubbert 1994) it is often considered similar to the customer's overall attitude towards the company and how they portay themselves towards it (Parasuraman et al. 1988, Zeithaml 1988, Bitner 1990) (Prakash n.d)

Customer service is the utmost important thing. You have to manage and structure your company in such a way that all employees are on the same page and have the same attitude when dealing with customers. One bad person can ruin it for the entire team. The key is consistency. If you as an employee had a bad day you still have to get up and play the role with the biggest smile on your face. “Fake it until you make it.” You have to learn how to separate each situation, if you are at work, focus on work, leave your troubles from home at home; you will deal with that when you get back to that environment.

In the aviation industry it is our responsibility to give each...