The Significance of Information Technology for Service Quality: From Market Segmentation to Individual Service

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Abstract
How information technology is rapidly becoming necessary for achieving quality in the airline industry is focused on. Three levels of service quality management are proposed in a strategic model: the standard service system; a complex service system; and a sensitive service system. The latter implies the integration of an advanced information culture with an advanced service culture. SAS is used as an empirical case to illustrate development to today′s practice and to compare present practice with the proposed strategy for tomorrow.

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