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a correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenonBetween 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".
Document ID
Document Type
Reprint (Version printed in journal)
Hunter, Joyce A.
(Saint Xavier Univ. Chicago, IL, United States)
Date Acquired
August 23, 2013
Publication Date
January 1, 2007
Publication Information
Publication: Journal of Air Transportation, Volume 11, No. 3
Subject Category
Air Transportation and Safety
Distribution Limits
Public Use Permitted.

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IDRelationTitle20070022527Analytic PrimaryJournal of Air Transportation, Volume 11, No. 3