This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. It investigated the factors influencing the effective deployment of Information and Communications Technology (ICT) for CRM and determined the effects of ICT on the performance of the industry. The study was conducted in the Head Offices of the local airlines (La...

This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. It investigated the factors influencing the effective deployment of Information and Communications Technology (ICT) for CRM and determined the effects of ICT on the performance of the industry. The study was conducted in the Head Offices of the local airlines (La...

The aim of the present paper is to investigate the role played by the organizational culture to the success of the USA low-cost airlines, taking as example two major operators: Southwest Airlines and JetBlue. This exploratory research was conducted using two methods. An analysis of the secondary data offered by the specialized literature was followed by primary data collection, through structur...

This paper aims at distinguishing between European cargo and passenger airlines. In particular, cargo only, passengers only and airlines carrying both freight and passengers are differentiated by means of a non hierarchic cluster analysis. Individual and aggregate analyses are performed and their results are compared.

This paper studies the crew planning problem as observed in the transportation industry. We first survey the existing literature on crew scheduling applications in railways and airlines. Next, we identify the synergies in the two domains and propose new directions for railway crew scheduling inspired from the applications in airlines.

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...

Investment in the NextGen National Airspace System (NAS) is intended to increase the effective capacity of the airspace and airports. Previous research, in several domains, has identified cases where large infrastructure investments were under-utilized due to migration and/or adaptation of users (e.g. airlines). This paper examines the impact of airline “gaming” on the use of trans-continental ...

Although, on average, only 2.1% of airline flights are cancelled each year, some of these flight cancellations occur in batches due to events that impact airline network operations such as snow storms, equipment outages, and labor issues. Batch flight cancellations impact a large number of passengers at the same time in the same location and have a negative effect on airline revenue (due to ref...