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Abstract
Quality in tourism-related services, like in services in general, is strategically about balancing customer perceptions and expectations. Successful “airlines” are able to meet and, whenever possible, exceed passenger’ needs and wants. Therefore, the main aim of this dissertation is to critically explore needs and expectations of inbound tourists seen as airline passengers, and see how these needs and expectations are fulfilled. The research scope provided a systematic approach to establishing a futuristic and a predictive airline strategic planning tool called TNE-Matrix, which integrates airline service bundle planning, service delivery process enhancement and service process for better passengers’ satisfaction. Results indicated that it is highly valued as a predictive and daily management tool used to empower airline front-line staff to meet tourists’ needs and expectations effectively.