02 May 2019

Professor Martin Dresner to talk on “Determinants of Operating Performance and Customer Satisfaction in the Service Sector: The Case of the U.S. Airline Industry”

Professor Martin Dresner to talk on “Determinants of Operating Performance and Customer Satisfaction in the Service Sector: The Case of the U.S. Airline Industry”

Professor Martin Dresner, University of Maryland’s Robert H. Smith School of Business, will deliver a lecture on May 2nd, 2019, at 17:30, on “Determinants of Operating Performance and Customer Satisfaction in the Service Sector: The Case of the U.S. Airline Industry”.

As Professor Dresner notes:

“Firms undertake strategies for many reasons – increase market share, grow new business lines, international market expansion, etc. Many of these strategies will impact the quality of operations and the level of customer service provided. This lecture examines how two strategies – the imposition of checked baggage fees and airline mergers, have impacted operational service quality in the airline industry. Customer service in service sector industries, such as the airline industry, is critical since (unlike the product sector) services may not be easily “done over” or returned. Therefore, understanding the impact of firm strategies on operational performance is critical for service sector managers.”

The event is organized by the Business Department of Hellenic American College, in cooperation with the Research Institute of Hellenic American University (Nashua, NH, USA). The lecture will be held at Hellenic American College, 22 Massalias Street, Athens, 4th floor conference room.

Language of instruction: English

Admission is free of charge.

Short bio

Martin Dresner has served on the faculty of the R.H. Smith School of Business at the University of Maryland since 1988, where he is Professor and Interim Chair in the Logistics, Business and Public Policy Department. He received his Ph.D. in Policy Analysis from the Sauder School of Business at the University of British Columbia. His research focuses on two broad areas, air transport policy and logistics management. Professionally, he is President of the Air Transport Research Society (ATRS) and a past president of the Transportation and Public Utilities Group (TPUG) of the Allied Social Sciences Association and of the Transportation Research Forum (TRF). Dresner is an Associate Editor of the Journal of Business Logistics and of Decision Sciences. He has testified before the U.S. House Aviation Subcommittee and has worked on consulting projects for several organizations, including the Maryland Aviation Administration, the Federal Aviation Administration and the U.S. Department of Energy.

Image: Professor Martin Dresner to talk on “Determinants of Operating Performance and Customer Satisfaction in the Service Sector: The Case of the U.S. Airline Industry”