YOU WERE LOOKING FOR :CUSTOMER SERVICE AN EXAMINATION IN THE AIRLINES INDUSTRY
Essays 1 - 30
2005). Even more interesting is that the "customer is always right" concept isnt true at Southwest Airlines (Taylor, 2005). "We ma...
a guest that is tired, wants to book in, the reception em,ployees are talking to each other and slow to respond and then when the ...
of organizational effectiveness (Byrne, 1992; Gagne, 1983; Lowe and Masseo, 1986 cited in Emery, Summers and Surak, 1996). TQM foc...
and ties are the rule. The rules were relaxed for a short time in the nineties but management believes they were lowering their st...
information systems. Even with these techniques, Zea (2002) argues that airlines in general have done little to manage risk...
method of evaluation identifies different measures where there may be a gap between the level of service expected and that gained....
The writer presents a proposal to assess the link between corporate culture at an airline and the reasons for poor levels of custo...
and KLM have eliminated the business classes they offered in the past. It appears that the world economy is improving, however, a...
personal recognition" (Benis, 2001). For decades, theorists have applied different psychological perspectives to an understa...
communication will have fewer levels to traverse with fewer gatekeepers so that there is a greater chance of management at higher ...
the company is out of the water. Gateway realized it had a problem and got out and seemingly is doing better, but Dell continues t...
As finished units are not kept in stock the customer service process begins prior to the ordering. To make an order the customer n...
2002). The emphasis was on the "us" word, and the author was struck by how the rigorous detail to customer service is so strong at...
and other community events, marketing communications is another area in which the GAP can make its presence known. One way in whic...
the problem, we can then define the outcome - which is that such a lack has meant huge numbers of returns, complaints about the co...
be a good one to shoot for. What information was collected to build the labor-management system (LMS) and how was that...
spirit, that the company regrouped, restructured and in many instances showing a profit despite the ongoing hostilities with bin L...
knowledge and huge access to capital, which many run-of-the-mill businesses just dont have. But a competitive industry has...
the date of September 2: Fly out of Miami on United, rebook a flight on another airline through United or request a refund (Tweh, ...
while yet keeping the number of competitors at a manageable level. As a much smaller country (and one other than the US), J...
good customer services is not this simple, there are also many strongly systems in place that have received a high level of invest...
the deregulation or liberalization of an industry it is the transformation of the industry from a government controlled, and often...
In ten pages this paper discuses the differences between the way customers may view customer service and organizational perspectiv...
Mintzberg et al, 1998). Successful and effective risk management may even be the source of a competitive advantage (Rose, 2001, P...
retain a sustainable competitive advantage. Influence of the Marketing Mix Chan (n.d.) states that the marketing mix - the ...
the airline industry in the future, otherwise long term planning will have the potential to ignore factors that could impact heavi...
will have ripple effects throughout the industry. Although Delta denies that there will be any hub closures or job layoffs-for now...
In ten pages airlines and customer satisfaction are discussed in light of the number of formal complaints filed to the Department ...
of the time. Even critical thinkers get stuck in ruts and do not see their own blind spots in their thinking (Foundation for Criti...
that provide this route on a direct basis; British Airways, Virgin Atlantic and American Airlines. Other airlines, such as KLM and...