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 GurgaonHaryana.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 Ind