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CUSTOMER SERVICE: AN EXAMINATION IN THE AIRLINES INDUSTRY

2005). Even more interesting is that the "customer is always right" concept isnt true at Southwest Airlines (Taylor, 2005). "We ma...

Hotel Industry and the Value of Efficient Customer Service

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 ...

Culinary Arts and Customer Service

of organizational effectiveness (Byrne, 1992; Gagne, 1983; Lowe and Masseo, 1986 cited in Emery, Summers and Surak, 1996). TQM foc...

Customer Service Orientation in the Healthcare Industry

and ties are the rule. The rules were relaxed for a short time in the nineties but management believes they were lowering their st...

Airline Industry Trends

information systems. Even with these techniques, Zea (2002) argues that airlines in general have done little to manage risk...

Assessing Gaps in Service

method of evaluation identifies different measures where there may be a gap between the level of service expected and that gained....

The Impact of Corporate Culture on Customer Services - A Proposal for Case Study Research

The writer presents a proposal to assess the link between corporate culture at an airline and the reasons for poor levels of custo...

4 Questions on Marketing Services

and KLM have eliminated the business classes they offered in the past. It appears that the world economy is improving, however, a...

Narcissistic Persona and Body Aesthetics

personal recognition" (Benis, 2001). For decades, theorists have applied different psychological perspectives to an understa...

Trouble Shooting in Services Industries

communication will have fewer levels to traverse with fewer gatekeepers so that there is a greater chance of management at higher ...

Service Issues in the PC Industry: Dell and Gateway Compared

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...

Customer Services in Different Industries

As finished units are not kept in stock the customer service process begins prior to the ordering. To make an order the customer n...

Gap Customer Service and Marketing Communications

and other community events, marketing communications is another area in which the GAP can make its presence known. One way in whic...

Taco Bell's LMS

be a good one to shoot for. What information was collected to build the labor-management system (LMS) and how was that...

Marketing Communications Planning Suggestions

the problem, we can then define the outcome - which is that such a lack has meant huge numbers of returns, complaints about the co...

NORDSTROM AND ORGANIZATIONAL ANALYSIS

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...

Airline Industry After Terrorist Attacks of 2001

spirit, that the company regrouped, restructured and in many instances showing a profit despite the ongoing hostilities with bin L...

Deregulation and the Airline Industry

knowledge and huge access to capital, which many run-of-the-mill businesses just dont have. But a competitive industry has...

UNITED AIRLINES, SOUTHWEST AIRLINES AND CUSTOMER SERVICE

the date of September 2: Fly out of Miami on United, rebook a flight on another airline through United or request a refund (Tweh, ...

Competition Landscape for AT&T Wireless

while yet keeping the number of competitors at a manageable level. As a much smaller country (and one other than the US), J...

Comparison of Customer Service Standards at GE and AOL

good customer services is not this simple, there are also many strongly systems in place that have received a high level of invest...

Influences on the Global Airline Industry

the deregulation or liberalization of an industry it is the transformation of the industry from a government controlled, and often...

Customer Service from the Perceptions of Customers

In ten pages this paper discuses the differences between the way customers may view customer service and organizational perspectiv...

Long term Influences on the Airline Industry and the Position of Easyjet and Germanwings

the airline industry in the future, otherwise long term planning will have the potential to ignore factors that could impact heavi...

Delta Airlines' Use of Customer Service Metrics

retain a sustainable competitive advantage. Influence of the Marketing Mix Chan (n.d.) states that the marketing mix - the ...

The Airline Manufacturing Industry

will have ripple effects throughout the industry. Although Delta denies that there will be any hub closures or job layoffs-for now...

Derivatives and Airline Risk Management

Mintzberg et al, 1998). Successful and effective risk management may even be the source of a competitive advantage (Rose, 2001, P...

Airlines and Customer Satisfaction

In ten pages airlines and customer satisfaction are discussed in light of the number of formal complaints filed to the Department ...

What are Critical Thinking Skills

of the time. Even critical thinkers get stuck in ruts and do not see their own blind spots in their thinking (Foundation for Criti...

Examination of the Structure, Conduct and Performance of Airlines

that provide this route on a direct basis; British Airways, Virgin Atlantic and American Airlines. Other airlines, such as KLM and...