TY  - JOUR
T1  - The Impact of Innovative Customer Service Practices on Organizational Performance in Airline Companies: A Qualitative Analysis
A1  - Ahmet Bakir
A1  - Murat Basal
A1  - Ekrem Süzen
A1  - Zekeriya Sahin
A1  - Hakan Çora
JF  - Journal of Organizational Behavior Research
JO  - J Organ Behav Res
SN  - 2528-9705
Y1  - 2024
VL  - 9
IS  - 2
DO  - 10.51847/aoZEWOXhEx
SP  - 179
EP  - 193
N2  - This study investigates the impact of innovative customer service practices on the performance of airline companies operating in Turkey. A qualitative research approach was adopted, comprising structured interviews with company officials and secondary data analysis. The research examines the influence of differentiated customer service innovations on both financial and non-financial performance metrics, such as operational efficiency, customer satisfaction, and environmental sustainability. A research model was developed, underpinned by three hypotheses: the positive effect of differentiated customer service on customer loyalty, the relationship between customer loyalty and airline performance, and the overall impact of these services on financial and non-financial performance dimensions. Interviews were conducted with representatives from five airlines, covering diverse business models, including low-cost and full-service carriers. The findings underscore that innovative practices—such as self-service kiosks, digital check-ins, and advanced loyalty programs—enhance customer satisfaction and operational performance, leading to measurable improvements in financial metrics like profitability and cash flow. This study highlights the strategic importance of integrating innovation into customer service processes for sustainable competitive advantage. By linking innovative practices to performance outcomes, the research offers actionable insights for airlines aiming to optimize their operational models and customer service strategies in a competitive industry.
UR  - https://odad.org/article/the-impact-of-innovative-customer-service-practices-on-organizational-performance-in-airline-compani-ltbriqlakjlwun6
ER  -