Joyce A. Hunter

Anger in the Air (eBook, ePUB)

Combating the Air Rage Phenomenon

• Format: ePub

Produktbeschreibung

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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Produktdetails

• Verlag: Taylor & Francis
• Seitenzahl: 236
• Erscheinungstermin: 15. April 2016
• Englisch
• ISBN-13: 9781317181057
• Artikelnr.: 49365492

Autorenporträt

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.

Inhaltsangabe

Chapter 1 Anger in the Air
Chapter 2 The Perfect Storm
Chapter 3 Personnel Policies that Cause Air Rage or Why Unhappy Workers = Angry Passengers
Chapter 4 Passengers' Emotional Baggage
Chapter 5 Passenger Baggage
Chapter 6 The Genesis of Air Rage
Chapter 7 Reducing Air Rage
Chapter 101 Afterword