Service quality is a critical competitive differentiator, particularly for A airways, which cannot compete with low-cost carriers (LCCs) based on price; the airport lounge service has been identified as a critical aspect of overall airline service quality. However, an established competency framework for airline lounge staff, and clear understanding of the competencies that contribute to service quality in airline lounges are currently lacking. This research was conducted to determine whether staff competencies influence the service quali...

All organizations have their individual strengths and weaknesses. Keeping up with technology and finding an appropriate strategic focus is important, but the driving force to success lies with the engagement of employees.