Business Commons^™

The Golden Age: Service Management On Transatlantic Ocean Liners, Patrick J. Murphy, R. W. Coye

Patrick J. Murphy

Purpose – The paper seeks to explore lessons in service delivery from an industry that no longer exists. The transatlantic passenger liner dramatizes some of the most unique challenges of service delivery. The ship itself was a delivery mechanism completely separated from support services. Customers were essentially contained for extended periods. Whereas all customers received the same core transportation service, peripheral services varied substantially by service class.

Design/methodology/approach – Description of the historical context is followed by examinations of passenger and service provider perspectives to illustrate services expected and delivered. Primary and secondary source material is used to exemplify service …