I the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers’ ex ante expectations about a product or service exceed ex post perceptio...

Service quality has become a centerpiece for airline companies in vying with one another and keeps their image in the minds of passengers. Many airlines have pushed service quality through service personalization which includes both ground and on board especially from the viewpoint of retaining satisfied passengers and attracting new ones. Besides those, in-flight meals/food service is another ...

The fleet assignment problem (FAP) deals with assigning aircraft types, each having a different capacity, to the scheduled flights, based on equipment capabilities and availabilities, operational costs, and potential revenues. An airline s fleeting decision highly impacts its revenues, and thus, constitutes an essential component of its overall scheduling process. However, due to the large numb...

The airline crew pairing problem (CPP) is one of the classical problems in airline operations research due to its crucial impact on the cost structure of an airline. Moreover, the complex crew regulations and the large scale of the resulting mathematical programming models have rendered it an academically interesting problem over decades. The CPP is a tactical problem, typically solved over a m...

In scheduled air transportation, airline profitability is influenced by the airline's ability to construct flight schedules. To produce operational schedules, airlines engage in a complex decision-making process, referred to as airline schedule planning. Because it is impossible to simultaneously solve the entire airline schedule planning problem, the decisions required have historically been s...

This paper presents a modeling methodology to assess a range of operational concepts for collaborative flow management. The particular focus is on the problem of airline schedule recovery in conditions where both airports and airspace sectors are capacity limited due to conditions such as weather events or system outages. This model is embedded in a dynamic simulation environment representing t...