Dr. Thomas quoted in LA Times article03/26/2012
Dr. Andrew Thomas, assistant professor of marketing and international business in the College of Business Administration, was quoted in the Los Angeles Times regarding the quality of customer service airlines provide to customers.
Thomas explains how many companies have changed their treatment for non-elite customers. He stated that while they should still be treated well, they will not be treated equally with those who are active in the company’s rewards program.
An aviation expert and bestselling author, Thomas recently published Soft Landing: Airline Industry Strategy, Service, and Safety.