Don Harris and Helen C. Muir
Ashgate
Hardback
342
2005
This book firstly examines customer behaviour and how to address it. Secondly, it discusses the required changes on the part of airline management not only to think boldly, but also to execute courageously and relentlessly, ground-breaking strategies to fly ahead of their customers. As with Taneja's previous books, the primary audience continues to be senior level practitioners within the global airline industry.