LO3 Public Relations Southwest Airlines and its strategies for customer care. Methods used to deal with internal and external public . 1) Customer complaints and its impact on organisation. Customer service policies. Page 1. 2) The impact of customer satisfaction and customer dissatisfaction on an organisation Page 2. 3) The ways in which an organisation’s customer care policies and procedures can impact on reputation and profitability. Page
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The Australian airline industry 2. The External Environment 2.1.1 Demographic Changes Momentarily‚ there is a growing‚ but also aging population in Australia. The Generation Y represents about 4.5 million of the 20 million people living in Australia. This group is reported to be setting and influencing spending pattern trends (Ben Wyld‚ 2005). . 2.1.2 Socio-Cultural Forces Socio-culturally speaking‚ we can see an ongoing trend for greater environmental concerns. Especially people
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Tourism has made a big share in the United Arab Emirates’ income; it is one of the big changes that happened since the union of the emirates in 1971. The tourism boom has begun back in the eighties‚ when Dubai‚ yet a small city‚ became the destination for business investment for Arab and Khaleeji people. This rapid movement has affected the country. Here is a list of the main advantages and disadvantages of that. The first distinguishable target for tourism is commercial. The country has set eases
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The external environment refers to the conditions‚ entities‚ events and factors surrounding an organization which influence its activities and choices and determine the organization’s opportunities and risks. Factors relating to political‚ economic‚ social-cultural‚ technological‚ environmental and legal have implications on the functions and long term goals of the organization. On the other hand‚ management practice refers to the methods and techniques in which the organization goes about achieving
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own path through life. Matlock Bath‚ Derbyshire‚ DB‚ United Kingdom H. Jackson Brown from the book Climbing Maslow pyramid. Matlock Bath‚ Derbyshire‚ DB‚ United Kingdom About Qantas‚ Retrieved from official web-site http://www.qantas.com.au/travel/airlines/home/au/en
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Qantas or as it is nicknamed “The Flying Kangaroo” is the largest airline service that runs continuously and the second oldest in the world. It was established in 1920 as Queensland and Northern Territory Aerial Services Limited and first flew internationally in 1935 (Hanson‚ 2011). The growth of Qantas has been substantial with the most significant progression being the Australian government selling its domestic carrier Australian Airlines to Qantas in 1992 and the announcement of privatisation soon
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Malev Hungarian Airlines Outline * History * Situation Analysis * Environmental Scanning * External Scanning * Internal Scanning * IFAS‚ EFAS‚ SFAS * Strategies‚ New Mission & Objectives * Portfolio Analysis * BCG Matrix * Strategy Implementation History Malev Hungarian Airlines (Magyar Légiközlekedési Vállalat) was founded in 1946 as the principal airline and flag carrier of Hungary until its bankruptcy in 2012. Located in Budapest International
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MACRO PERSPECTIVE ( AIRLINE INDUSTRY) Economical can be one of the major factors for the airline industry. Due to the rate of war and terrorist event‚ the growth rate of economy dramatic slowdown‚ capacity demand‚ which gains the low yield to the airline industry. Moreover‚ oil prices increase also affect their profits. The social sector‚ which are strongly from employment perspective and safety. The technology in airline industry is fast moving‚ however it’s very costly. Alliance gives the
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Southwest Airlines has been known for is inexpensive flights and upbeat‚ jokester employees since 1971. In 1980‚ Southwest adopted its mission statement as‚ “A dedication of customer service delivered with ‘a sense of warmth‚ friendliness‚ individual price and company spirit”. (Anonymous‚ 2005‚ p. 16). In 1997‚ Southwest Airlines celebrated its 25th anniversary. “The celebration centered around ten philosophical principles‚ such as ‘under promise but over deliver’ and ‘take competition seriously
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Southwest Airlines Module: Business Management Vanessa Eelma Alyssa Julianna Farkas Thomas Schillinger Peter Lukacs Attila Radvanszki Adam Radvanszki 29th November‚ 2010 Word Count : XXXX Contents 1. Introduction 3 2. Literature Review 4 2.1 General Introduction of Theories Used 4 2.2 SWOT Analysis 4 2.3 External Factors 4 2.4 Organizational Structures 4 2.5 Hofstede’s Theory 5 2.6 Cultural Elements 5 2.7 Motivation 5 3 Analysis of Southwest Airlines 5
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