Anger in the air -- The perfect storm : airline policies that cause air rage -- Personnel policies that cause air rage or why unhappy workers = angry passengers -- Passengers' emotional baggage : addicted, crazy or just plain rude? -- Paassenger baggage : rage addiction -- The genesis of air rage -- Reducing air rage : smiling customer service
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?