Research Summary
Research Summary
Cross-Boundary Coordination and Airline Performance
Description
In the context of global airline alliances, this study explores how organizations engaged in partnerships for service delivery achieve coordination with each other. We will assess the impact of both cross-functional and cross-organizational coordination on the quality and efficiency of service delivery. In turn, we will assess the impact of coordinating mechanisms, control mechanisms and human resource practices on both cross-functional and cross-organizational coordination. Passenger surveys, employee surveys and management surveys will be used. The model of service delivery developed in this study will be used subsequently to assess the value and drivers of coordination among organizations in other service industries, particularly healthcare. This study is a component of the MIT Global Airline Industry Program, funded by the Alfred P. Sloan Foundation, and is being carried out with colleagues at MIT and Rutgers. Project planning has been funded by Harvard Business School's Division of Research.