The trade-off between efficiency and service quality: findings from the US airline sector

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The study finds that pursuing efficiency and service quality simultaneously may reduce profitability, and that this effect depends on a firm’s strategic orientation. Originality/value The briefing saves busy executives, strategists, and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.