e of a low-cost airline, the Veron Airlines Ltd, based in London, UK, is used in order to understand the relationship between the quality of services and their cost; the effects of this relationship in the organizational performance are identified and evaluated taking into consideration the global recession. The importance of this report is significant mainly for the following two reasons: a) the firm chosen operates in an industry that is of interest for many people – travelers – worldwide, b) the suggestions made on the improvement of the services quality would be valuable for other firms that operate in the services sector and c) the report offers suggestions for improving the quality of services with a low budget. The report is organized in three main parts – the introductory section, the main body – analysis of the issue under examination – and the conclusions/ recommendations section. Empirical studies developed on the specific field have been used as a research method; it has been revealed that the facilitation of perceptions on the quality of services can be achieved by appropriately addressed the needs of customers but also the needs of employees.
The quality of services in the airline industry – as in all firms operating in the services sector – is primarily depended on the employees’ performance. In this way, the quality of services is directly related with the human resources management. In the literature, it has been proved that the employees’ performance can strongly affect the organizational growth. In fact, it could be supported that by appropriately addressing the needs of HR sector, an organization could increase its value; more specifically, the roles of employees within an organization are distributed so that the organizational strategies are supported; in this way, the value of the organization is increased since its plans are adequately and appropriately supported (Lawler et al., 2003); however, it would be necessary that