ISSN: 2222-6990
Open access
Airline customer service, a vital part in successful organizations, plays an important role in improving company profits. Since there are few studies considering customer service in Iranian airlines, this paper employs Delta model, which is a customer based approach in strategic management, to improve aircraft maintenance and customer satisfaction. In this research, six service levels are defined and data is collected by interviews. The aim of this research is to identify business strategic opportunities to improve customer service. The main contribution of this paper is to employ Delta model in the Iranian airline industry. The results shows that it can be possible to improve airline customer service using Delta model. The main conclusion to be drawn from the results is that scheduling and budgeting are the vital part in the airline customer service and working on can be a future research.
Ahmadi, A., Ebne, R., Akhoondhaye-Khani, Seyed, S., Akhoondhaye, K., Ziaaldin, A., Hamidreza, H. (2008). Providing an integrated model for complying car manufacturing companies’ strategy orientation using Hex pattern case study.: Bahman Motor Center, Sixth international conference on management.
Azaddokht, Ehsan, E., Somayyeh, G. S., Oboodi, H. H. (2015). Iiddentifying potential strategic positions of an organization based on delta model principles, 3rd international conference on strategic management.
Esmaeilpoor, R., Molk- Akhlagh, E., Ghezavat, S. (2004). Determining and improving strategic position of Tehran refinery based on delta model and system dynamics approach. , 2004, Mmanagement perspective, No. 30.
Frederick, D. (2008). The Modified Delta Model., Innovation Management Group
HAX, A. (2001). The Delta Model Discovering New Sources of Profitability in a Networked Economy., August 2001, European Management Journal Vol. 19, No. 4, pp. 379–391.
Hex, A., and Mehdikhah, M., Hosseinzadeh, S. (2010). Mohammad, Hosseinzadeh, Saeid, Delta model for recreating business strategy, Imam Sadegh University
Jutla, D. N. (2008). Applying the delta model to mobile marketing management in the US marketplace., Int. J. Electronic Business, Vol.6. No.3.
Lee, B., Gyou, S., Hyunsik, O., Young, O., Soung, J., Oh, J. (2011). Developing a strategic framework for the WiBro service in the global market. Springer, DOI 10.1007/s11042-010-0705-x
Mohaghar, A., Azaddokht, E., Ebrahimi, E., Fathi, M. (2014). S, simulation of strategic approaches in Mellat Bank based on system dynamic methods., International conference on business excellence and development and economy and management.
Pham, L. T. (2011). Analysis of Morningstar’s Strategic Positioning and Considerations for Sustainable Growing in the Off-grid Solar Market, 2011, Academia.
Porter, M. (1996). What is strategy? , Harvard business Review.
In-Text Citation: (Pourakbari, Herat, & Alemi, 2018)
To Cite this Article: Pourakbari, N., Herat, A. T., & Alemi, M. A. (2018). Identifying Business Strategic Opportunities in a Private Airline Using Delta Model. International Journal of Academic Research in Business and Social Sciences, 8(5), 669–679.
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode