ABSTRACT
After the first chapter’s brief overview of the content, context and usefulness of this book, the purpose of this chapter is to give the reader deeper insight into some of the state-of-the-art theories and frameworks that were selected to form the bases of the method suggested in Chapter 3. Although not all of these theories are directly incorporated in the proposed method as such, it is argued that it is very useful to include them in the present theoretical considerations and review them from an aviation perspective to gain a better understanding of relevant areas of service quality management.
