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Improving service quality through managing customer contact: case of airlines

机译：通过管理客户联系来提高服务质量：航空公司案例

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Service products are consumed by customers as soon as they are produced and delivered. In the service operations, customer contact is an essential part of the service delivery process. Often, the mode and degree of customer contact affects the service quality, and thus customer contact could be an important determinant of service quality. Customer contact is an important element of service process design and management for such industries as airline, hotel, restaurant, etc. In customer contact, there are two aspects: quantity and quality of contact. In this paper, we focused on the quantity aspect of customer contact and investigated its impact on service quality. This paper examines the relationships between the degree of customer contact, i.e., a quantitative measure, and the service quality, and attempts: 1) to assess the impacts of customer contact on the service quality; 2) to identify important elements of customer contact that has significant impacts on the service quality. Data were collected from the customers who use airlines. Survey questionnaire was developed based on the previous research in this field, and used for data collection.
机译：服务产品在生产和交付后就被客户消费。在服务运营中，客户联系是服务交付过程的重要组成部分。通常，客户联系的方式和程度会影响服务质量，因此客户联系可能是服务质量的重要决定因素。客户联系是航空，旅馆，饭店等行业服务流程设计和管理的重要元素。在客户联系中，有两个方面：联系的数量和质量。在本文中，我们集中于客户联系的数量方面，并研究了其对服务质量的影响。本文研究了客户联系程度（即定量度量）与服务质量之间的关系，并尝试：1）评估客户联系对服务质量的影响； 2）确定对服务质量有重大影响的客户联系的重要要素。数据是从使用航空公司的客户那里收集的。调查问卷是基于该领域的先前研究而开发的，并用于数据收集。

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