Beyond the existing SERVQUAL-based research, the authors develop an alternative model of public service quality. The various sources of public service quality are explored and a new classification scheme formulated by using critical incidents technique. Four main qualities of public service are...

This paper presents two models of the economics of total quality management. In the first, the concept of quality management is viewed as a technological innovation that requires investment. To reduce cost and increase quality, firms must make investments that are largely sunk. The effect of...

This paper develops an analytic model to study the effect of network design on an airline's cost and passengers' service level. Four different types of networks are considered: direct, hub and spoke, tour and subtour. Service levels are measured by the cost borne by passengers due to travel...