emeraldinsight.com/0960-4529.htm MSQ 15‚3 A case study of service failure and recovery within an international airline David Bamford Manchester School of Management‚ UMIST‚ Manchester‚ UK‚ and 306 Tatiana Xystouri Ministry of Finance‚ Nicosia‚ Cyprus Abstract Purpose – This paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline. Design/methodology/approach – An action research methodology was adopted. The research involved: a review
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EXECUTIVE SUMMARY Indian Airlines is the oldest carrier in the domestic aviation industry. It has been the main stay for domestic air travel in India for more than 45 years. With the arrival of other private airlines‚ its interests have been hurt‚ but it is continuing it’s quest to be the leader in this industry. During the research‚ the main objectives of the study have been: a)To understand the perception of travellers towards Indian Airlines. b)Also to apprehend the perceptions of travel
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Southwest Airlines Resources Tangible Resources Financial Resources - Southwest has always managed its cash well . In the financial year 2001 ‚ the airline had generated 64 ‚446 ‚773with an operating income of 821 ‚659 and a credit value very good Physical Resources - In all the cities it operates instead of having agents or computerized booking system Southwest has its reservation centre and vending machines at the airports . Previously Southwest only operated in cities near Texas ‚ but started
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I. INTRODUCTION Change management cannot be separated from the organization. It is because change is inevitable. But some people do not like the change itself. They tend to think about the bad effect of the change in the organization‚ such as layoff‚ downsizing‚ pay cuts‚ or relocation. In fact‚ the change can be the good improvement‚ such as the improvement of the technology‚ building new products‚ and increase the market. The management has to be prepared of the change management in order to make
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Gate Turnaround at Southwest Airlines Video Case Study Southwest Airlines was started in 1971 by Rollin King and Herb Kelleher. Their idea was simple. If they could take airline passengers where they want to go‚ on time‚ at the lowest possible price; all while having fun doing it‚ then people would love to fly on their airline. As a result of this‚ no other airline in the industry’s history has enjoyed the customer loyalty and extended profitability which Southwest
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Southwest Airlines Tracy D. Braswell Benedictine University The domestic airline industry is emerging from its lost decade. Carriers suffered two recessionary swoons (one due to September 11) and a fivefold jump in fuel prices causing fifteen carriers to go bust. As frequent fliers know too well the salvation for most airlines has been to stick passengers with fees‚ reservation changes‚ bags‚ food‚ movie and headset to name a few. None of it‚ however‚ went to Southwest Airlines two and a
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contribute to the high demand of the wool industry. Much of Australia ’s wool has been exported to other countries such as China‚ Italy‚ Taiwan‚ Republic of Korea and France. However‚ Australia ’s wool production has been decreasing for the last 10 years and the demand has been declining because of the other‚ easier to manage‚ synthetic fibers and materials that have been introduced to the market. This following report is regarding the changes and effects the wool industry had on Australia in the 19th century
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would survive this restructuring. NOTE 1. Source: Jupiter Communications‚ 2000. WESTjET AIRLINES (A): THE CULTURE THAT BREEDS A PASSION To SuccEED Prepared by Ken Mark under the supervision of Professor Gerard Seijts Copyright© 2001‚ lvey Management Services INTRODUCTION It was April 17‚ 2001‚ and WestJet ’s market capitalization had just surpassed that of Air Canada ’s‚ the country ’s leading airline. "We ’re in the hospitality business and our culture is everything to us‚" stated Don Bell
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2013 Comparative Study: The Kurt Lewin of Change Management Bashar Hussein Sarayreh Hassan Khudair Amman Arab University Amman Jordan University of Wollongong Dubai-UAE Abstract— It can be to persuade that the prosperous of change management is crucial to any organization or firm in order to survive and succeed in the present highly competitive and continuously to draw out business environment. However‚ theories and approaches to change management currently available to academics and practitioners
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Organizational Development and Change Management Change is inevitable and has become a way of life. To be able to adapt to the changes is the biggest challenge of organizations to-day‚ not only to survive but also to ensure its growth and help to remain relevant in the changing times. “Organization Development is response to change‚ a complex educational strategy intended to change the beliefs‚ attitudes
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