BUS 324 Services Marketing Group Assignment 2: Literature Review Emirates Airlines Done By: Sheela Mehta Date: 14/11/2012 Literature Review on Customer Service Management Introduction One among many of the definitions given to customer service by Jay Kandampully (2012) in his book “Service Management: A New Paradigm in Retailing” are “Customer Service is a series of activities designed to enhance the level of customer satisfaction- that is‚ the feeling that a product or
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Pricing Strategy 8 Service Marketers 9 Future 12 Summary 12 References 13 Abstract In this case study we will review the new strategic business plan of American Airlines‚ and how they are responding to changes in the marketplace to compete in the modern era. We will also analyze the advantages of rebranding efforts‚ the effectiveness of existing practices of the airline and how the airline may operate post merger with US Airways. By some measurements‚ the merger between American Airlines and US
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I. INTRODUCTION A. Introduction U.S. Flightways (USF) is a large-sized airline which is publicly traded and has 80.000 employees. It serves more than 50 countries and 250 destinations. Latest airline related measurements show that the Available Seat Mile for USF is 169.9 and the Revenue Passenger Mile is 138.4. The Passenger Load Factor shows 81.5 and The Cost per Available Seat Mile is 11.3 cents per mile‚ whereas the Revenue per Available Seat Mile shows 10.7 cents per mile. USF has a total
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Airline Business Plan Development: How to Start an Airline Thursday 15th March 2012 Gulf Centre for Aviation Studies (GCAS) Al Bateen Executive Airport‚ Abu Dhabi‚ UAE Hosted & Sponsored by In Association with Media Partners © Copyright 2012 Aeropodium. All rights reserved. WORKSHOP AGENDA 8.30 Registration & Networking Coffee 9.00 Opening Remarks from the Moderator Dr. John Wensveen‚ President & CEO‚ Airline Visions 09.10 How to Start an Airline Introduction to the Airline Industry Generic
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Chapter 2 Characteristics of the Airline Industry The real difficulty in changing any enterprise lies not in developing new ideas‚ but in escaping from the old ones. John Maynard Keynes 2.1 Introduction In recent years‚ the European airline industry has exhibited impressively dynamics. The sector has gone through a drastic change on both the supply and the demand side. Unlikely in other industries‚ the driving forces governing the recent changes do not depend mainly on technological factors
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Quantas Airlines Provide a definition of market demand. The market demand for a product is the total volume that would be bought by a defined customer group in a defined geographical area in a defined time period in a defined marketing environment under a defined marketing program (Kotler 145). It is not a fixed number‚ but rather a function of the stated conditions. How are market demand‚ market potential‚ and sales forecasting related to each other? When companies want to estimate the current
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American Airlines Marketing cases AMERICAN AIRLINES 1. Issues 2. American Airlines’ objectives 3. The airline industry 4. Market 5. Consumer needs 6. Brand image 7. Distribution system 8. Pricing 9. Marketing related strategies 10. Assumptions and risks 1- Issues The main issue of this case is the lack of profits of the airline industry‚ an industry that should be more than profitable due to the large amount of customers‚ the necessity of using airlines’ services and the high prices charged by most
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Philippine Airlines‚ Inc. (abbreviated as PAL and also known historically as Philippine Air Lines) operating as Philippine Airlines‚ is a flag carrier of the Philippines. Headquartered at the Philippine National Bank Financial Center in Pasay City‚[2][3] the airline was founded in 1941 and is the first and oldest commercial airline in Asia operating under its original name.[4] Out of its hubs at Ninoy Aquino International Airport of Manila and Mactan-Cebu International Airport of Cebu City‚ Philippine
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Marketing Excellence Southwest Airlines “fees don’t fly with us” Prof. Dr. Osman Karatepe Ghazal Adel Fahmideh 115120 Tour 504 Introduction Southwest Airlines Co. is the largest low-cost carrier in the United States‚ and is headquartered in Dallas‚ Texas. The airline was established in 1967‚ by Rollin King and Herb Kelleher. Southwest begins flying within the state of Texas (between Dallas‚ Houston‚ and San Antonio) with three Boeing 737 aircraft. Today Southwest operates nearly 400
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Deregulation of the airlines in 1978 forced the industry to rethink their business strategy in order to be successful during a period of widespread operating losses due to an economic recession‚ striking air traffic controllers and brutal price wars. The poster child for innovation during this period was Astro Airlines founded in 1980 by its charismatic leader‚ Arthur Burton. Enthusiasm‚ excitement and optimism were watch words used to describe the atmosphere at Astro Airlines in the initial years
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