Globalisation and stiff competition have changed the landscape of doing business. Decrease in customer loyalty and increase in customer expectations have challenged businesses to come up with unique methods of enhancing their quality of service. The same is true for airlines industry too. As a result, many airlines have transformed their marketing strategies, especially with regard to service quality, in order to compete efficiently in the global market. The marketing literature has introduced models of service quality, e.g.: SERVQUAL and AIRQUAL to help organisations measure and enhance customer experiences. SERVQUAL has been extensively researched and applied in many industries. Similarly, AIRQUAL, a model for the airline industry, has been developed but applied only in Cyprus. Moreover, the AIRQUAL scale lacks validity, as its development process is incomplete. This research, therefore, adapted 30-items of AIRQUAL and assessed and validated this revised scale. The validated scale was then applied to the airline industry of Saudi Arabia. Further, a comprehensive model is proposed, where the impact of the validated scale of service quality is tested with its impact on customer satisfaction, attitudinal loyalty, word of mouth, repurchase intentions and complaining behaviour. The assessment and validation process is divided into two main stages: first, qualitative; where four focus group interviews were undertaken that generated 46 items for the adapted scale. These items describe the perceptions of airline customers regarding service quality and were classified on the bases of the scheme proposed by Parasuraman et al. (1988). Second, a three-phase two sample, quantitative, research was performed to derive a validated 30-item scale comprising five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Further, the improved scale was tested in a new market (Saudi market) in order to assess the service quality of Saudi Airlines. A total of 500 self-administered questionnaires were distributed among airline customers. The returned questionnaires underwent thorough screening and cleaning. The reliability of the scale was tested through Cronbach’s Alpha, followed by exploratory factor analysis (EFA), which emerged with five dimensions. The content, convergent and discriminant validities were established. Further scale confirmation was conducted on a sample of US airline passengers. Finally, the proposed model with nine hypotheses was tested, which resulted in statistically significant results for all the proposed hypotheses.

In today's increasingly competitive business environment, the use of knowledge to gain a competitive advantage has become a serious concern for all organisations. However, some industries have been affected more acutely than others in the transition to a knowledge-based economy. Despite the increasing number of studies relating to Knowledge Management (KM), few have explored this concept within the Airline Industry (AI). As all the studies and model of this research have built on the relationship between KM and organisational performance (OP), the AI is the context of the study within the area of Gulf Cooperative Countries (GCC). This area has been chosen as it provides a good airlines-based industry which is mature. A comprehensive and critical assessment of different KM models was made through a review of the available studies in order to evaluate KM and to identify the processes that affect OP. This research proposes a conceptual model that represents KM processes and OP measurements. This research adopts a qualitative research approach through a case study strategy to identify and test a conceptual model proposed from the literature review. Four international airlines companies were investigated through extensive face-to-face semi-structure interviews, followed by observations, and documentation with managers, senior managers, general managers (GMs) and vice presidents (VPs) to produce accurate results. Data findings were then reported and analysed. The main finding revealed that most studies relating to knowledge management processes and their effect on organisational performance took place in different sectors other than the AI. Also, KM processes and their effect on OP appear to be neglected, leading to conflicts in KM adoption. However, KM processes are applicable in the AI and these processes are not only used and implemented, but are also perceived as important in influencing positive OP. The only KM processes that generally received less support from the participants in terms of perceived effectiveness in affecting positive OP were knowledge translation/repurposing and knowledge disposal. The main contribution of this research is a novel model for KM processes and OP. This model serves as a guideline for the stakeholder and decision maker to be adopted in organisations to lead to more effective implementation and adoption of KM disciplines. It also provides a practical guideline for future KM research which at present seems fragmented within the AI. The suggestion for future research is to further validate and improve the generalisability of the KM processes model to the entire AI in the world and across other industries. Moreover, due to the time constraints and lack of funding, there were no attempts made in this research to assemble a sample that is representative of all the airlines in the world. In order to increase the generalisability of the results of this study, the sample size needs to be expanded and quantitative research might be considered.

While 3.3 billion people flew worldwide in 2014 a large number of these were from developed countries. It is emerging countries which offer the greatest potential for future air traffic growth, with forecasts suggesting that 7.3 billion people will fly by 2034. The greatest proportion of this traffic will be in the Asia-Pacific region where there is already high low-cost carrier penetration. Given increasing price-based competition within short-haul markets, there are many significant challenges in terms of how Asian network airlines respond to LCC competition, and a popular response is the use of low-cost subsidiaries. Thus, the aims of this research are to establish the sources of competitive advantage of Asian airlines generally, and to examine the competitive responses of Asian network airlines and the strategic capabilities of them in competing with low-cost carriers, with a particular focus upon the use of low-cost subsidiaries. This research is underpinned with competitive advantage theory, particularly the resource-based view which concerns the internal environment of firms where each firm possesses a collection of unique resources and capabilities that provide the foundation for competitive strategy. For this research, data were collected from 49 senior airline management personnel using questionnaire surveys, resource surveys, and semi-structured interviews. The data were then analysed using VRIN analysis, the importance and difficulty of 37 competitive responses, strategic capability analysis, and the product and organisational architecture model. The results found that both a strong strategy and stable leadership are crucial. The strategies of Asian network airlines must be flexible to respond appropriately to competitive threats as they materialise, with this responsiveness contributing to the attainment of competitive advantage. Out of an analysed 36 intangible resources, the top resources for competitive advantage and responding to competitive threats for Asian airlines generally are slots, brand, and product and service reputation, with the importance of these based more on being hard to copy than valuable. Each analysed airline business model has a relatively distinct core bundle of intangible resources which explains the internal sources of their competitive advantage. The need for Asian network airlines to strengthen their competitive advantage and their ability to compete is because low-cost carriers impact them in many ways, most notably through a reduction in market share and reduced yields given the key motivation of customers within short-haul markets and economy class is now price and value-for-money. Asian network airlines are most likely to respond to low-cost carriers if they focus upon their core markets, grow their market share, and target the core higher-yielding passengers on which network airlines rely. In such instances, Asian network airlines should respond by focusing more on their brands and meeting the needs of their core targeted market segments. There is a strong positive correlation between profit margin and the strategic capability to compete with low-cost carriers. Yet, Asian network airlines have relatively weak capabilities overall. While Vietnam Airlines, Malaysia Airlines, and Garuda Indonesia are reasonably well placed to compete, network airlines from Northeast Asia, in particular, must strengthen their capabilities especially as Japan, China, and Taiwan are witnessing fast low-cost carrier growth. However, the possession of a strong capability does not mean it is fully or properly leveraged. To compete more effectively with low-cost carriers, the most important competitive responses, based upon analysis of 37 responses, are the ability of management to quickly introduce changes, leveraging brand strength, and increasing aircraft utilisation. Based on the relationship between the importance and difficulty of responses, the most crucial responses for competitive advantage of Asian network airlines are reducing costs to within 30% of LCCs and increasing aircraft utilisation. If achieved, these should lead to meaningful sustained advantage. Low-cost subsidiaries are easier to implement than for network airlines to significantly reduce costs, change to one fleet, or reduce the use of direct distribution, which may explain their popularity within Asia and them being a borderline very essential competitive response. For network airlines, low-cost subsidiaries are a more effective way to compete with low-cost carriers, to participate in the growth of the budget segment, a means of operating uneconomic routes, and to remove unprofitable customers. Network airlines can then focus upon their core market segments and their core competencies. However, their creation is reactive and not proactive which undermines their effectiveness, likewise that low-cost subsidiaries suffer from poor profitability, higher costs, and much smaller size and scale than their key low-cost competitors. This research recommends that Asian network airlines strengthen their existing and primary sources of competitive advantage while pursuing new sources of advantage. While the strategic capabilities of Asian network airlines have strengthened over time, it is essential that they are further strengthened and fully acted upon given increasing competitiveness. The use of low-cost subsidiaries will continue, but it is crucial for themselves and their parent network airlines that they improve their ability to compete and thereby their performance.

Global mobility, wireless technology and networked society are transforming the airport territory. These changes (hard factors) have been analysed in airport planning and transportation studies (Koll-Schretzenmayr 2003; Banister 2003; Schaafsma 2003; Knippenberger &Wall 2010; Salewski & Michaelli 2011; Convenz & Thierstein ed. 2014 et al) and architecture and design (Edwards 1998; Blow 2005; Cuadra 2002; Uffelen 2012; Gensler 2013 et al). But design strategies focusing on the passenger experience (soft factors) have not yet been thoroughly assimilated by architecture and design. On the theoretical level this dissertation spans the analysis of current methodologies in social studies (e.g. Castells 1996; Gottdiener 2000; Cresswell 2006; Urry, 2007; Elliott & Urry 2010; Adey 2010 et al) and their relation to architectural and urban studies concepts for the airport. The latter includes the “Airport as City” (Güller & Güller 2000), “Aviopolis – A Book about Airports” (Fuller & Harley 2005) and “Aerotropolis” (Kassarda 2010). This dissertation also explores IT and aviation industry interests at the interface between technology and air travellers. In this light aviation industry research and solutions (Amadeus 2011, SITA 2013) are important to consider, as well the philosophy behind who travels and for what purpose (Sloterdijk 1998; Koolhaas 1998; Gottdiener 2000; Urry 2007; Birtchnell & Caletrio 2014 et al). Here, the author’s previous field research at Frankfurt International Airport is relevant. We live more mobile lifestyles, we work in hybrid spaces (Suoza 2006; Duffy 2010 et al), and we consequently need to share information and collaborate differently. Using constant travellers as a case study, the impact of physical and informational mobility on perceptions of and behavioural patterns in the airport can lead to a deeper understanding of mobile work and the air travel experience. New design strategies can be developed from research about constant travellers, and the results may improve their work and air travel experience. The author’s combination of design approaches from architecture and social science (sociology and psychology) methodologies can better address the real needs of constant travellers in hybrid workspaces. It is hoped that this dissertation will inspire airport architects and designers, interaction designers and the aviation industry to pay more attention to users’ needs in their design processes.

La République Démocratique du Congo (RDC) fut l'un des meilleurs modèles de l'exploitation aéronautique en Afrique pendant la colonisation et plus d'une vingtaine d'années après l'indépendance au point d'en être félicitée par l'Association Internationale des Transporteurs Aériens (IATA). Aujourd'hui, par contre, ce vaste pays situé au cœur de l'Afrique passe pour le mauvais élève de l'aviation civile mondiale sur le plan sécuritaire et le pire dans l'enregistrement des accidents et des catastrophes aériens depuis la libéralisation de ce secteur en 1978. Conséquence: la DOC est blacklistée par l'Union européenne depuis 2005 jusqu'à ce jour. Dans la mémoire collective et les médias, la RDC est ainsi assimilée aux crashes et aux catastrophes aériennes et le commentaire l'égratigne chaque fois que survient un accident aérien dans n'importe quel pays au monde. Cette étude s'inscrit dans la problématisation de la communication au sein des organisations. Elle questionne les nouveaux paradigmes de l'accident aérien dans le but de sa prévention en amont dans le transport aérien. La question principale concerne donc la communication en aéronautique civile. En effet, malgré l'imputabilité des occurrences comptabilisées en RDC soit à l'erreur humaine, soit à la technique, soit à l'environnement, soit à la conjonction de ces trois facteurs causaux, cette thèse doctorale démontre, dans une approche généalogico­processuelle, socio-anthropologique et macro systémique-technique aéronautique, que l'avalanche des accidents et des catastrophes aériens en RDC est consécutive à « la communication autistique», c'est-à-dire à « la normalisation de l'anormal, des dysfonctionnements, des déviances, des transgressions normatives», donc de « l'anormal normalisé» ou à un échange ou une communication procédant par les écarts aux normes de l'Organisation de !'Aviation Civile Internationale (OACI) dans un domaine très réglementé et très normalisé. Ainsi, l'étude décrit l'évolution de l'aéronautique civile congolaise des origines coloniales à ce jour. Elle fait une immersion dans les organisations ou les structures de son « collectif sécuritaire», en esquisse les types de communications, d'interactions, de relations et d'interrelations y entretenus, à savoir les incommunications, les communications paradoxales, ambigües, confuses, incompatibles, absurdes, l'aveuglement communicationnel ou déni de communication, les dialogues de sourds, communication de défense transpersonnelle, silences en tant que langue de bois. Enfin, cette recherche doctorale analyse sans complaisance les accidents et les catastrophes aériens survenus de 1990 à 2011 en ROC pour le démontrer et propose une théorie systémique du collectif sécuritaire de l'aéronautique civile comme « frein » aux pratiques communicationnelles autistiques en aviation civile. / The Democratic Republic of Congo (DRC) was one of the best models of aeronautical exploitation in Africa during colonization and over a couple of decades after independence to the extent of being congratulated by the International Air Transport Association (IATA). Today, in contrast, this huge central African country (DRC) is the bad student in world civil aviation in terms of security and the worst in terms of air accidents and disasters since the sector was liberalized in 1978. The consequence is that ORC has been blacklisted by the European Union since 2005. In the collective memory and the media, DRC is associated with crashes and air disasters so that every lime there is a plane crash anywhere in the world, reference is made to ORC. This research questions the issue of communication within organizations. New paradigms of air accidents are questioned with the aim of their prevention upstream in air transport. The main research question is about communication in civil aeronautics. As a matter of tact, even though registered occurrences in ORC have been attributed either to human error or to technology, or to the environment, or sometimes to the combination of these three factors, results of this study conducted in a genealogic-process, socio-anthropological and macro aeronautical technically-systemic approach indicate that the avalanche of air accidents and disasters in ORC is due to "autistic communication", that is, "the normalization of the abnormal, dysfunction, deviances and infringement of standards", thus 'the abnormal standardized" or through communication that proceeds by discrepancies to standards of the International Civil Aviation Organization (ICAO) in a highly regulated and standardized field. The study depicts the evolution of Congolese civil aeronautics since its colonial origins until the present, it immerses itself in the organizations or structures of its "security sector", and outlines the types of communications, interactions, relations and interrelations that occur in there including paradoxical, ambiguous, confusing, incompatible, absurd communications, non-communications, communicational blindness or denial of communication, dialog of the deaf, transpersonal defense communication, silence as waffle. Finally, the research analyzes air accidents and disasters that occurred in DRC between 1990 and 2011 without leniency to demonstrate this and suggests a systemic theory of civil aeronautics security sector as "a brake" to autistic communicational practices in civil aviation.