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E-book
Author Hunter, Joyce A.

Title Anger in the air : combating the air rage phenomenon / Joyce A. Hunter
Published Farnham, England ; Burlington, VT : Ashgate Pub., [2009]
©2009
Online access available from:
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Description 1 online resource (228 pages)
Contents 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
Summary 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?
Bibliography Includes bibliographical references and index
Notes Print version record
Subject Aggressiveness.
Air rage.
Anger.
Form Electronic book
LC no. 2008053600
ISBN 0754680223 (electronic bk.)
9780754680222 (electronic bk.)
(alk. paper)
(alk. paper)