Monarch Business School Switzerland is happy to announce the publication of the article entitled, “Customer-Oriented Competitive Advantage in the Airline Industry” by doctoral candidate Mr. James Francis Davis and Professor Dr. Barin Nag. The article addresses the competitive environment in the service industry which requires firms to constantly improve business practices to be profitable and competitive. The airline industry, characterized by human interaction and delivery of services, is most in need of research in competitive advantage. This research explores and identifies the critical sources of competitive advantage from a customer-oriented perspective in the globalized airline market. The data obtained from semi-structured interviews was analysed using qualitative and inductive reasoning. The research identified critical drivers of customer satisfaction in the airline industry establishing a logical and structured rationale for models of strategy development for competitive advantage.
The competitive environment in the service industry requires firms to constantly improve business practices to be profitable and competitive. The airline industry, characterized by human interaction and delivery of services, is most in need of research in competitive advantage. This research explores and identifies the critical sources of competitive advantage from a customer-oriented perspective in the globalized airline market. The data obtained from semi-structured interviews was analysed using qualitative and inductive reasoning. The research identified critical drivers of customer satisfaction in the airline industry establishing a logical and structured rationale for models of strategy development for competitive advantage.
Mr. James Francis Davis is a Doctor of Business Administration Program Candidate at monarch Business School Switzerland. He holds an Executive Master degree in Labour Economics from the University of Turin and a Bachelor Degree in Sociology from the University of Liberia. At present, he works as Coordinator for the Project Implementation Unit of the Ministry of Justice in Liberia.
Dr. Barin N. Nag, Ph.D. holds the position of Professor of Information Technology. Dr. Nag has Bachelor�s and Master�s degrees in Electrical (Electronics) Engineering from the University of Calcutta (Kolkata) in India, and a Ph.D. in Management Science & Information Systems from the University of Maryland at College Park in the USA. He has worked in industry as an engineer in an electronics manufacturing facility, at times playing leadership roles in design engineering and quality management. He has also worked as a senior research analyst in Washington, DC, in software simulation research on policies for reporting and debate in the US Congress. He has been in academics for over 20 years teaching a variety of graduate and undergraduate courses covering a wide range of topics in the broad areas of Operations Management and Information Systems. He has advised and guided a number of student research papers and doctoral dissertations. He has over 20 research publications in leading journals including: European Journal of Operational Research, Decision Support Systems, Decision Sciences, and Journal of Management Information Systems.