Anger in the Air: Combating the Air Rage Phenomenon provides airlines with valuable input to help them better meet the service expectations of their customers and avoid instances of air rage on their flights. What do today's customers need and expect? What do airline customers perceive as the quality of services and how can the gap be closed between expectations and perceptions? 'This book, Anger in the Air, is not only a highly polished investigation of the causes of, and what can be done to prevent, air rage incidents, but also a really gripping read. Dr Hunter writes with academic rigour but with the pace of a good thriller.' RoSPA Occupational Safety & Health, November 2009