Airlines : managing to make money / Stephen Holloway.

Includes bibliographical references (p. 403-421) and index.

Machine generated contents note: 1. Strategic Service Management: What is Meant by 'Strategic'? -- What is strategy? -- The strategy-making process -- The content of strategy -- Summary -- 2. Competitive Advantage -- Definition and sources of competitive advantage -- The rest of the book -- Summary -- 3. Competitive Scope and the Service Concept -- Identification and segmentation of available markets -- The competitive scope decision -- The service concept -- Summary -- 4. Designing the Service-Price Offer -- The distinguishing characteristics of services -- Service design: competitive strategy in action -- The elements of service design -- The service design and development process -- Price -- The service-price offer -- Bridging the perceptions gap -- Summary -- 5. Service Attributes -- Passenger airline service attributes -- Service processes -- Service encounters -- Servicescapes -- Conclusion -- 6. Managing Communications -- Brand identity and image revisited -- Communication objectives -- External communications: customers -- External communications: other stakeholders -- Internal communications -- Development of an integrated communications programme -- Conclusion -- 7. Managing Service Delivery -- Processes -- Resources, tasks, and activities -- Organizational architecture -- Conclusion -- 8. Managing Relationships -- Stakeholder networks -- Employee relationships -- Customer relationships -- Collaborative relationships -- Conclusion -- 9. Managing Performance -- Performance management systems -- The micro-level: service failure and recovery -- The macro-level: organizational performance as a whole -- 10. Change, Creativity, and Innovation -- Change -- Creativity -- Innovatioir -- Conclusion -- References -- Index.