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@PHDTHESIS{Radivojevic:540859,
author = {Radivojevic, Slavica},
othercontributors = {Reichmuth, Johannes and Babic, Obrad},
title = {{D}evelopment and design of a {L}evel of {S}ervice ({LOS})
- based decision support system ({DSS}) tool for disruption
management of flight operations affected by the airline
prioritisation policy : design of the delaying {VIP}s
oriented decision support - {DEVOTED} {DSS} tool},
school = {Aachen, Techn. Hochsch.},
type = {Dissertation},
address = {Aachen},
publisher = {Publikationsserver der RWTH Aachen University},
reportid = {RWTH-2015-06117},
year = {2016},
note = {Veröffentlicht auf dem Publikationsserver der RWTH Aachen
University 2016; Aachen, Techn. Hochsch., Diss., 2015},
abstract = {In this research a design of a Decision Support System
(DSS) tool for use in the Disruption Management of the
Airline Operation Control Centre (AOCC) is presented. Based
upon an examination made from the airline’s operational
point of view for a determined airline’s prioritization
strategy, the aim of the proposed tool is to assist the
airline operation controllers in making decisions on whether
to delay the departure of out-bound flights in order to wait
for arriving-delayed high-valuable passengers from an
in-bound flight. Created is Delaying VIPs Oriented Decision
Support System (DEVOTED DSS) Tool which comprises of
evaluation of decision options and making recommendations,
while evaluating accurately the impact of the decisions in
operations disruptions on the highvaluable (or premium)
passengers of an airline. An identification of a causality
of the high-valuable or premium passengers’ importance to
the airline and a conceivable influence of this importance
on decisions on delays within its operation execution and
disruptive situations has been explored. Particularly the
influence of delayed connecting high-valuable passengers on
making decisions on onward delays in the airlines’
striving to deliver a better service quality (SQ) to these
passengers, the passenger segmentation per flight and the
associated consequences in terms of the Level of Service
(LOS) performed by the carrier and the one perceived by the
passengers, have been taken into account. The LOS delivered
by the air carrier and the level of service quality expected
and perceived by the passengers are determined
quantitatively by using a created LOSmodel which relies on
the basic categorization rules of the Kano Model of quality.
An introduced confrontation of the in-bound and out-bound
high-fare passengers within connecting flights was
investigated as an influencing decision making factor in the
airline disruption management. This is shown in a
juxtaposition of the high-valuable passengers of the same
cabin-class per each flight considered in the disrupted
operational situation. When it is about to make a choice
between a monetary benefit and the retention of the
reputation of a reliable service provider, an employment of
the designed tool can aim at affording rather objective
instead the still occurring intuitive decision making in the
airline’s disruption management. The consequences of the
decision solutions displayed in the designed form are
practical in terms of user-friendly utilization of DEVOTED
DSS being simple and easy to deal with.},
cin = {313210},
ddc = {624},
cid = {$I:(DE-82)313210_20140620$},
typ = {PUB:(DE-HGF)11},
urn = {urn:nbn:de:hbz:82-rwth-2015-061177},
url = {https://publications.rwth-aachen.de/record/540859},
}
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