Topic - Literature Review Thesis

Question: Writing a literature review for my thesis.

Please use this proposal as a guide and write a literature review to help answer the research questions. Please cite MLA 7th edition (NOT APA), and not annotated as in the proposal, just regular citations.

Proposal - Which measures should Transavia take to ensure that passengers are timely and effectively informed about flight delays, to achieve the target PXI?

You will find most information about the final report.

The literature review should be about 2000-2500 words (not strict, please advice) depending on how precise the secondary data is. Accordingly, the following sub-questions are formulated to answer the central research question:

1) What types of delays can be distinguished and what are the possible effects on the customer journey?

2) What is the effect of delays and PXI on the monthly revenue of Transavia?

3) How does communication about delays contribute to the customer satisfaction of Transavia and Transavia France's passengers?

4) How do Transavia and Transavia France currently communicate with passengers and how does this affect the customer satisfaction and PXI?

5) What methods are available to ensure that communication between airlines and their passengers is effective and timely (taking into account cultural differences)?

6) What solutions are at hand and preferred by Dutch and French passengers to improve the communication regarding flight delays and are there similarities?