Service Quality in Airlines : the Significant Role of Frontline Employees in Airline Industry of India

ABOUT THE BOOK:- The book is about the FLSE commitment towards the delivery of services in the Airline Industry of India.The main objective of the study was to investigate the antecedents and consequences of Frontline employeecommitment on job satisfaction and also to study whether job satisfaction serves as a mediator between different antecedents and their consequences for which hypothesized relationships were developed.This study has examined various antecedents and consequences of FLSE commitment to service quality which includes organizational support, reward, employee empowerment, training, Service technology, supportive management, servant leadership (antecedents) and frontline employee commitment to firm, frontline commitment to service quality, frontline employee commitment to service recovery performance, frontline commitment to job performance, cooperation, extra role customer service behaviour (consequences) that affects the employees commitment towards the organization.A very interesting research study which could definitely be of help to the Airline Industry of India. ABOUT THE AUTHOR:- Dr Manmohan Chaudhary belongs to Gurgaon,Haryana.Sh e did her PhD from Aligarh Muslim University.She has presented as well as published various research papers in some renowned journals. She has both industry as well as teaching experience. She has been teaching students of BBA and PGDM at various colleges. She loves gardening and playing badminton. CONTENTS:-Abstract . 7 Acknowledgement . 11 Abbreviations . 13 List of Tables. 15 List of Figures . 19 Chapter - 1 Introduction .21 1.1 Introduction, 1.2 About the study, 1.3 Need for the study, 1.4 Research Questions, 1.5 Research objectives, 1.6 Scope of the study, 1.7 Brief outline of the methodology, 1.8 Outline of the thesis, 1.9 Chapterisation of the Thesis, 1.10 Description of terms used in the study, 1.11 Summary. Chapter - 2 Indian Aviation Sector Scenario .43 2.1 Introduction, 2.2 History of Airline Industry in India, 2.3 Over view of Major Players of Airline Industry in Indvia, 2.4 Summary. Chapter - 3 Literature Review.49 3.1 Introduction, 3.2 Service Delivery and Employees, 3.3 Management Commitment to Service Quality, 3.4 FLSE Behaviour, 3.5 Antecedents and Consequences of FLSE com mitment to service quality, 3.6 Service Quality in airline industry, 3.7 FLSE commitment to service delivery, 3.8 Mediating role of job satisfaction, 3.9 Research Gap, 3.10 Factors and their vari ants, 3.9 Summary. Chapter - 4 Conceptual Framework and Hypotheses Development .103 4.1 Introduction, 4.2 Conceptual Framework, 4.3 Summary of Hypothesised relationship between antecedents and their consequences, 4.4 Summary of Mediated relationships, 4.5 Summary. Chapter - 5 Research Methodology.117 5.1 Introduction, 5.2 Problem Statement, 5.3 Research Questions and objectives, 5.4 Scope of the study, 5.5 Research Hypotheses, 5.6 Research Design, 5.7 Research Approach, 5.8 Research Framework, 5.9 Adaption of the variables, 5.10 Questionnaire Development, 5.11 Assessment, Refinement and Validation of Measurement Scales, 5.12 Data Collection, 5.13 Sample Design, 5.13.3 Area of the Study, 5.14 Data Analysis, 5.15 Summary. Chapter - 6 Data Analysis and Interpretation .149 6.1 Introduction, 6.2 Reliability and Validity of Measures, 6.3 Demographic Profile of the respondents, 6.3.1 Sample Description of employees (in percentage), 6.4 Descriptive Statis tics, 6.5 Inferential statistics, 6.6 Summary of results of the tested hypotheses, 6.7 Summary. Chapter - 7 Findings and Conclusion .215 7.1 Introduction, 7.2 Discussion of findings, 7.3 Review of the results, 7.4 Summary. Chapter - 8 Summary and Suggestions .227 8.1 Introduction, 8.2 Summary of the study, 8.3 Implications of the findings, 8.4 Recommendations and intervention strategies, 8.5 Limitations of the study, 8.6 Suggestions for Future Research, 8.7 Summary. References .249 Index .279 The Title 'Service Quality in Airlines : the Significant Role of Frontline Employees in Airline Industry of India written/authored/edited by Dr. Manmohan Chaudhary', published in the year 2016. The ISBN 9789351282167 is assigned to the Hardcover version of this title. This book has total of pp. 284 (Pages). The publisher of this title is Kalpaz Publications. This Book is in English. The subject of this book is Management. Size of the book is 14.34 x 22.59 cms Vol:-