The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website. Some airlines are regularly on the top of the list, while others are frequently on the bottom of the list. What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?

The list illustrates a delivery gap; the difference between the firm's service standards and the actual service it provides to customers. To reduce delivery gaps, firms can empower employees, allowing passenger handling staff greater latitude in making decisions regarding loading the plane, or allowing pilots to adjust routes and speed to meet arrival times. Technology can be used to predict frequent bottlenecks at various airports and adjust schedules to reflect realistic arrival times.