Federal Express – delivering the goods Kevan Scholes This case study looks at how new business models can create vast improvements in competitiveness. However‚ the models must be suited to the business environment at the time and will have a ‘shelf-life’ as the business environment changes. The case study looks at one on the world’s most successful adopters of a new business model that transformed the airfreight and package delivery sectors worldwide. But the advent of the internet in the mid-1990s
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BU035 Innovation and entrepreneurship GOOGLE Case study on Google’s innovation and entrepreneurship‚ and compare with the Academic theory Due: Tutor: Dr‚ Jaime O.Umali Name : Student ID: Words: 1764 1‚ Background/Introduction With the development of economy‚ innovation and entrepreneurship has become a pervasive subject. There are many definitions of entrepreneurship from
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Master of Business Administration-MBA Semester 4 MK0006 – Services Marketing and Customer Relationship Management - 2 Credits (Book ID: xxxxxxx) Assignment Set- 1 (30 Marks) Note: Each question carries 10 Marks. Answer all the questions. Q.1 a. What do you mean by physical evidence in services? Give examples. (5 marks) b. Write a note on service development. (5 marks) Q.2 a. Briefly explain the terms “customer expectation” and “customer perception”. (6 marks) b. What are the different bases for
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Customer Service Processes at Orbitz A Review of the Literature Lin Ze Total Quality BA4010 Professor Edward Ruppel October 3‚ 2012 Customer Service Processes at Orbitz A Review of the Literature Orbitz‚ which is headquartered in Chicago‚ Illinois‚ officially began doing business online in June 2001‚ and had originally been created in 1999 by five major airline companies-American‚ Continental‚ Delta‚ Northwest and Untied. What’s more‚ Orbitz is one of many Internet travel
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Southwest Airlines Case Study Manohar Gadiraju Overview Southwest Airlines has been a cost leader in the airline industry with continuous growth and profits for the past 35 years. It has been the fourth largest domestic carrier with low priced routes and a no frills policy - free of in-flight meals and baggage transfers. The low cost fares‚ almost comparable to automobile transportation costs‚ have created both an unprecedented growth and new markets for this airline. Southwest was
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4/21/2009 University of Auckland Service-Dominant Logic – A case Of Singapore Airlines Prepared by: Mai El Haddad‚ Siyuan Wu‚ Wenyan Tang and Talisa Maulgue TABLE OF CONTENTS Introduction........................................................................................................................................................................ 2 Overview of the industry........................................................................................................
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Case 21 Southwest Airlines Contents Introduction 1 The Problem 1 The Analyses 2 The Alternatives 3 The Recommendations 4 Conclusions 4 References 4 Introduction Millions of people fly everyday. Southwest airlines provide low-fare travel among 58 cities in the United States. Although the airline industry suffered greatly in the aftermath of September 11‚ Southwest was able to continue to hold strong. Southwest airline continues to maintain steady sales as much of the industry
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TB00417 The Southwest Spirit Customer service far beyond the norm in the airline industry was not unexpected at Southwest and hadits own name—Positively Outrageous Service. Some examples of this service included: a gate agentvolunteering to watch a dog (a Chihuahua) for two weeks when an Acapulco-bound passenger showedup at the last minute without the required dog crate; an Austin passenger who missed a connection toHouston‚ where he was to have a kidney transplant operation‚ was flown there by a
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“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby‚ and
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OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research will focus on an additive exploration
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