save the Queen! Photo by Bachir MKTG-380 Services Marketing Lecturer: Alkis Thrassou Section 01 May‚ 12 2008 Zehra Fattah Anastasia Kondratenko Federico Lovat 2 1. 3 2. 3 3. 7 4. 8 5. 10 6. 15 7. 19 CONTENTS Corporate overview The augmented service Breaking down the process Flowchart Blueprint Improvement of service delivery Bibliography Can I get you anything
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Final Research Paper: Southwest Airlines Melinda Haas Axia College of University of Phoenix MGT 245 Organizational Behavior Jack McCann February 11‚ 2007 Southwest Airlines embodies the best that a large company can be. The structure is designed to allow quick action and support of its large body of employees rather than complete control and bureaucratic red tape. It is widely recognized as one of the most desirable places to work and is constantly emulated by its competitors‚ not to mention
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Southwest Airlines: Development of a positive culture One key component that gives a company an elusive‚ sustainable competitive advantage is culture. What is culture? In essence‚ it’s vital element that deals with people‚ trust‚ leadership and passion (dictionary.com). Why is culture important? Because our competitor can duplicate everything we do‚ for example‚ our prices‚ but they can’t duplicate our culture. Proof of the importance of a positive culture is Southwest Airlines. Southwest
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for the Southwest Airlines (LUV NYSE symbol) : Various financial ratios are used by managers and investors to analyze company’s financial health. In this section we describe return on equity analysis to measure the Southwest’s performance. ROE is viewed as one of the most important financial ratios. It is used in an effort to evaluate management’s ability to monitor and control expenses and to earn a profit on resources committed to the business. Three levels of ROE ratios assess Southwest Airlines’
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Leadership Southwest airlines‚ a company that is known to have strong employee relationships‚ believes that the happier an employee the better productivity they will have. Southwest Airline CEO‚ Gary C. Kelly‚ has stated that in order to have a strong company he needs to take time building strong relationships as well. “Happy Employees = Happy Customers. Happy Customers keep Southwest flying” (Southwest). He created an environment that challenges employees to be innovative which lead to creative
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Southwest Value Chain Analysis Outcomes / Accomplishments: low price‚ convenience service‚ customer loyalty low turnover & low costs‚ great union relationships‚ customers are brand ambassadors. Southwest Airlines (SWA) is consistent in their culture‚ business model‚ and customer interactions and engagement‚ all collectively reducing costs and enabling their point-to-point‚ efficient‚ low cost‚ friendly service. Their culture favors personal connection‚ community‚ recognition‚ support‚ and
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strategies to adapt to these changes. The overall environment of the Airlines Industry in the USA as found in this case‚ could be described as that of bitter rivalry. The hostility between competitors were so harsh that two rivals -Texas International and Braniff joined hands to destroy Southwest Airlines even before it could begin its operation. Failed to stop its operation‚ the rivals began to put up obstacles at every step Southwest took. No wonder‚ they were dubbed as "predator" meaning an animal
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EXECUTIVE SUMMARY Southwest Airlines Co. provides low-fare‚ "no-frills"‚ civil air transportation. The company was incorporated in 1967 and is headquartered in Dallas‚ Texas. As of December 31‚ 2005‚ it operated 445 Boeing-737 aircrafts and provided service to 61 cities in 31 states. The company also provides frequent flyer awards to business partners‚ including credit card companies‚ hotels‚ telecommunication companies‚ and car rental agencies. Southwest Airlines is the fifth largest airline company in
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Southwest Airlines: Leading the Airline Industry one Statistic at a Time Victoria Mack May 6th‚ 2013 Quantitative Research Methods Term Paper I. Introduction “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.” (Kelly‚ Gary) By providing the highest quality of customer service‚ Southwest Airlines business model is set up to provide
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Why service quality is important in airlines An airline is a company that offers air transport for passengers and freight. Airlines vary widely in size‚ from small companies with only one or two planes to huge multinational companies. While the industry initially grew slowly‚ these companies began to take off in a major way after World War II‚ thanks in part to large numbers of returning aviators. By the 1990s‚ air travel had become ubiquitous. For passengers the advantages could be; 1
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