Service Marketing and Public Relations in the
Aviation Industry
Product Details AVIATION
Format: BOOK
Pub. Date: NEW EDITION APPLICABLE FOR Current EXAM
Publisher: MEHTA SOLUTIONS
Edition Description: 2019-20
RATING OF BOOK: EXCELLENT
ABOUT THE BOOK
FROM THE PUBLISHER
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SERVICE MARKETING AND PUBLIC RELATIONS IN THE AVIATION INDUSTRY
SYLLABUS
UNIT I
Services Marketing – Meaning – Nature of Services – Types and Importance – Relationship Marketing –
Mission, Strategy, Elements of Design, Marketing Plan Market Segmentation – Marketing Mix Decisions –
Unique Features of Developing, Pricing, Promoting and Distributing Services.
UNIT II
Marketing of Hospitality – Perspective of Tourism, Hotel and Travel Services – Airlines, Railway, Passenger
and Goods Transport – Leisure Services. Positioning and Differentiations Strategies, Quality of Service Industries
-Achievement and Maintenance, Customer Support Service.
UNIT III
Public Relations – An essential in Aviation – Issues in PR: Airport Operators, Air Operators, Security Requisites
of a Good PR professional – Challenges: Accessibility, Integrity of Information and Neutrality Handling the
media – Types and Role of Media Handling – Do’s and Don’ts in Media Handling – Preparation for Elective
Media Handling – Electronic Media
UNIT IV
Public Relations and Crisis Management at Airports – Crisis at an Airport – Preparing for a Crisis – Managing
the Crisis – PR: The Role during Crisis – Four Steps Public Relations Process, Defining PR Problems, Planning
And Programming, Taking Action And Communicating.
UNIT V
Strategies for a successful PR personnel – Successful PR of an Organization: Strategy – Alternatives and
Choices in Communication – PR Planning and Prioritization, Evaluating The Program, Elements of Public
Relations, Human Relations, Empathy, Persuasion, Dialogue, Objectives Of Public Relations