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Mission Vision Social Responsibility

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Mission Vision Social Responsibility
Mission-Vision-Social Responsibility
UMUC
Management and Organization Theory
BMGT364
Professor Contee-Borders
March 30, 2013
Mission-Vision-Social Responsibility
Southwest Airlines:
The Mission of Southwest Airlines
“The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit”. (Southwest Airlines, 2008, p. 23)
The Mission of Jet Blue Airlines Customer Bill of Rights
Jet Blue does not have a mission statement in the traditional sense. What they do have however is a customer Bill of Rights that is referenced multiple times in their 2012 Annual Report
“JetBlue Airways is dedicated to bringing humanity back to air travel. We strive to make every part of your experience as simple and as pleasant as possible. Unfortunately, there are times when things do not go as planned. If you 're inconvenienced as a result, we think it is important that you know exactly what you can expect from us. That 's why we created our Customer Bill of Rights. These Rights will always be subject to the highest level of safety and security for our customers and crewmembers”. (Jet Blue Airways, 2012, p. 12):
When examining the two expressions of corporate mission it seems that while Southwest Airlines offers a very high-level statement of customer service and intentions of delivery. There are probably thousands of Mission Statements across the country that are very similar. Jet Blue on the other hand, has decided to forgo the traditional Mission Statement in favor of a Customer Bill of Rights. This approach starts with a basic statement of customer but expands that to address an intention to deal with Customer dissatisfaction. In the particular area of relaying to potential customers the corporate philosophy Jet Blue has taken not only the traditional step of telling customers they are import but they have gone the extra step of letting them know


References: About Southwest. (2013). http://www.southwest.com/html/about-southwest/index.html?int=GFOOTER-ABOUT-ABOUT Diamond, R. (2010). Business Travelers: Meet Southwest Airlines. Retrieved from http://www.dailyfinance.com/2010/10/08/business-travelers-meet-southwest-airlines/ Home - Southwest Airlines One Report. (n.d.). http://www.southwestonereport.com/2011/ Jet Blue Airways. (2012). JetBlue’s 2012 Annual Report. Retrieved from Jet Blue Investor Relations: http://investor.jetblue.com/phoenix.zhtml?c=131045&p=irol-reportsAnnual JetBlue Customer Protection. (2012). http://www.jetblue.com/flying-on-jetblue/customer-protection/ Narrative Science. (2013). Forbes Earnings Preview: Southwest Airlines. Retrieved from http://www.forbes.com/sites/narrativescience/2013/01/19/forbes-earnings-preview-southwest-airlines-4/ Southwest Airlines. (2008). 2008 Annual Report. Retrieved from http://southwest.investorroom.com/download/2008+Annual+Report.pdf Southwest Airlines. (2011). SOUTHWEST AIRLINES CO. 2011 ANNUAL REPORT TO SHAREHOLDERS. Retrieved from http://southwest.investorroom.com/download/2011+Annual+Report.PDF:
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