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Anger in the Air: Combating the Air Rage Phenomenon - Tapa dura

Hunter, Joyce A.

 
9780754671930: Anger in the Air: Combating the Air Rage Phenomenon
Tapa dura
ISBN 10: 0754671933 ISBN 13: 9780754671930
Editorial: Routledge, 2009

Sinopsis

Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today’s customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions?

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Acerca del autor

Dr Joyce A. Hunter is an Associate Professor at Saint Xavier University's Graham School of Management in Chicago, Illinois where she teaches business marketing, promotional strategies, hospitality marketing and hospitality management. She earned her Doctor of Business Administration (DBA) with a concentration in marketing at Argosy University in Orange County, California in 2004 and a Master of Science degree in Integrated Marketing Communications at Roosevelt University in Chicago in 1997. Dr Hunter's work on air rage has been cited in the New York Times and she has presented papers on the air rage phenomenon at conferences around the world. Before entering academia, Dr Hunter learned about air rage first-hand from working more than 25 years at a major American airline. There she gained broad experience in professional marketing and became a leader in customer service as she rose from airline reservationist, ticket sales agent and administrator to sales promotion expert and a corporate account manager. She is also a Certified Travel Counselor (CTC) who has traveled extensively throughout the United States, Europe, Asia, and Africa. Dr Hunter's research continues to focus on pinpointing the causes of passenger meltdowns, especially what she calls the "Triple-A Triggers" of rage: alcohol, anxiety and anger. Her findings have made Dr Hunter a staunch advocate for excellent customer service as a key strategy for reducing air rage.

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Editorial
Routledge
Año de publicación
2009
Idioma
Inglés
ISBN 10 
0754671933
ISBN 13 
9780754671930
Encuadernación
Tapa dura
Número de edición
1
Número de páginas
238
Contacto del fabricante
Taylor and Francis, GPSR Taylor and Francis
gpsr@taylorandfrancis.com

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München
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