Labor turmoil and service quality: Evidence from the U.S. airline industry, 1987--2008.

More About This Textbook


Despite the existing literature on contentious forms of labor disputes, little is known about the relationship between less pronounced expressions of labor turmoil and product/service quality. To investigate how various forms of labor turmoil affect service quality, this thesis conducted an intra-industry event study to analyze unique carrier-craft-monthly data on the major U.S. domestic airlines between 1987 and 2008. This thesis contributes to the literature in two aspects. First, this thesis analyzed diverse forms of labor turmoil from both routine and disrupted industrial relations actions in the important areas of business strategy, employee representation, and collective bargaining. Second, exploiting detailed monthly measures of operational performance and passenger service, this thesis examined the relative contribution of each occupation's labor turmoil to service quality.;The empirical results strongly suggest that diverse forms of labor turmoil affect service quality in the airline industry. First, while strategic turmoil arising from the mergers and acquisitions generally had a significant effect on operational performance, representation and bargaining turmoil had significant effects on both operational performance and passenger service. Second, the significant effects on passenger service were obtained even after the correlations between operational performance and passenger service were accounted for. Third, representation turmoil from conflicts between employer and employees was more influential for affecting service quality than labor turmoil from conflicts among employees. Fourth, the legal framework governing the bargaining process under the RLA was also important for service quality. In particular, the mediation/arbitration process is less visible than strikes, but its cumulative effects on flight cancellation from 1987-2008 were found to be well beyond the cumulative effects of strikes on flight cancellation.;Another unique finding is that the effect of labor turmoil on service quality has weakened in the post-9/11 period, particularly for representation and bargaining turmoil. Finally, this thesis shows how labor turmoil within particular occupations differentially affects service quality.;Taken together, this thesis suggests a need to broaden the conceptualization of labor dispute in the industrial relations literature and to expand what it considers to be the set of determinants of economic performance.
Read More Show Less

Product Details

  • BN ID: 2940043394248
  • Publisher: ProQuest LLC
  • Sold by: Barnes & Noble
  • Format: eTextbook
  • Pages: 147

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)