La qualità nella gestione dei servizi di aeroporto
In order to measure the quality of a given service, one must take into account its non-quality elements in terms of costs incurred in for the reduction or removal of any flaws in the service product. The efficiency of the infrastructure, namely the service’s environment, its rapid realisation and its subsequent usage must be closely linked from the designing stage to knowledge of the service itself and of its evolution, ignoring all competitive drives. The removal of the obstacles that affect public transportation in general and air transport in particular, the creation of a Transport Authority, the privatisation of the companies that run airports and the setting up of a European "slot" Agency (ESA) are to be looked upon as the steps to be undertaken within the framework of an economic policy aimed at making air transport actually ... take off.
European Transport\Trasporti Europei
EUT Edizioni Università di Trieste
Andrea Tocchetti (1996), La qualità nella gestione dei servizi di aeroporto, pp. 5-25, European Transport \ Trasporti Europei, 2, (abstract)