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This paper identifies some of the problems facing airlines in attempting to deliver a quality service. It goes on to examine reported case material which outlines how a variety of organizations have successfully managed a number of these problems. These cases are analysed in the context of a set of guidelines proposed for the successful adoption of a total quality culture in tourism. Finally a framework is developed by which airlines can manage service quality in a far more effective and efficient manner.
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Witt et al. (1995) studied this question.
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