The Relationship Between Operational Efficiency and Customer Service: A Global Study of Thirty-Eight Large International Airlines‪.‬

Abstract This study examined the relationship between the strategic focus of airline customer service activities and operational efficiency. The empirical investigation employed data for thirty-eight airlines for fiscal year 2000--the last full year before the events of September 11, 2001. This sample was global in nature and included large international carriers, with nine from North America, ten from Europe, six from Latin America, twelve from Asia, and one from the Middle East.