UDC: 338.46:658.562 ; 005.6:004]:656.7

DOI: 10.7595/management.fon.2012.0020

The paper devises a new framework for implementing preventive service systems that aim at preventing service failures and complaints in air transport services. By proactively monitoring the provision of services to passengers and averting service failures, preventive service management decreases the volume of customer complaints and assists in enhancing service quality and airline reputation. The presented framework is basedon extensive use of IT systems that continuously monitor the service infrastructure in a cycle of activities that includes detection and prevention of service failures, notification of service malfunctions and follow-up operations. The implementation and the value of the framework are exemplified in various scenarios that arise in the operation of commercial flights and often facilitate passenger complaints and discomfort.

Keywords: preventive service management, service faults, customer complaints, customer satisfaction.

Ofer Barkai¹, Elad Harison²

¹Shamoon College of Engineering, Department of Industrial Engineering and Management, Bialik St.,Be’er Sheva, Israel 

²Shenkar College of Engineering and Design, Department of Industrial Engineering and Management, 12Anne Frank St., Ramat Gan, Israel

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