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
Premium Service system Service Customer service
Case: Porter Airlines Group: Issues: The issues facing Porter Airlines are whether or not the existing business model will remain valid during ongoing operations. The company needs to plan their expansion strategy and decide on how aggressively it can enter competitive markets. Analysis: Porter Airlines competitive position lies in its dominant position at YTZ as it is close to downtown Toronto‚ and is very attractive and attracts a higher yields ($/RPM – revenue per passenger mile).
Premium Porter Airlines Strategic management Marketing
Subway target segmentation Young optimism People who fall in “young optimism” segment are one of the regular customers who want a fast healthy and cheap meal. This segment includes young professionals‚ technocrats and students who would visit during lunch time and/or dinner time. These young optimists are busy with their jobs or studies and therefore wouldn’t be able to make their own meal at times. Since they enjoy outgoing lifestyle they’ll love to stop by Subway and eat there. Socially aware
Premium Dinner Lunch Meal
Continental Airlines Memo To: Lawrence Kellner From: Date: Re: The purpose of this memorandum is to address the profitability issues at Continental Airlines and to estimate the costs for 2009 to forecast the future outlook of the company. To address these issues‚ I used regression analysis to observe what effect the 11% reduction in flying capacity would have on the firm’s future operating costs. I also used the results from the regression analysis to verify the costs that‚ if reduced
Premium Costs Aircraft Airline
Marketing 250 Marketing plan Segmentation: Tortilla Azteca In a nutshell‚ segmentation is the process of dividing a broad market into specific target group. In marketing‚ segmentation is crucial in creating a successful marketing strategy‚ because marketers are then able to identify consumers who have common needs and applications for the relevant goods and services. For example demographics such as age‚ gender and ethnicity are one of the many criteria when segmenting a market. For our marketing
Premium Marketing Tortilla Mexican cuisine
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
Premium Southwest Airlines Airline
Marketing Management Assignment 1 Product Segmentation of Samsung Mobile Phones SEC Classification VALS Segmentation SEC Classification : No. of Durable s None Educati on level (Refer Note 1) A SEC Samsung Model No. Guru E1081 E1200 E1205 E1175 Star S5233 B130 Guru 100i GuruB1125 Guru 2130 Price in Rs. Picture of Model Remarks E3 Rs. Rs. Rs. Rs. Rs. Rs. Rs. Rs. Rs. 979/1‚000/1‚180/1‚245/1‚299/1‚690/1‚670/1‚999/1‚770/- Average monthly income of people in this SEC would
Premium Mobile phone
along the four dimensions? a) Geographic scope Southwest airline provides point-to-point service between midsize cities and secondary airports in large cities. This can help avoiding congestion in large airports and hence save an average 20% of average flight time. b) Choice of business (corporate portfolio) SWA focuses on only airlines services‚ especially the short-haul flights. c) Vertical Integration decision Southwest airline does all of its own ticketing‚ not making its seats available
Premium Southwest Airlines Boeing 737 Airline
Market segmentation is a long-standing strategy used especially in consumer products. It is measurable‚ accessible‚ distinguishable‚ and actionable. Observing markets in the Philippines‚ can you identify market segments for fast food‚ garments‚ cigarettes‚ alcohol‚ computers‚ passenger cars‚ and beach resort? Please show the positioning of 2 consumer products and their competition in these segments. For levels of Micromarketing 1. Segment Marketing – consists of a group of customers who
Premium Philippines Alcoholic beverage
Airline Industry Analysis Page 1 of 15 Memorandum Date: Subject: To: From: July 13‚ 2009 Airline Industry Analysis Dr. Matt Ford Adam Brown‚ Radmila Gogzheyan‚ Greg Huwel‚ Marie Meininger‚ Josh Riedel‚ Christina Ryan Introduction The following is an analysis of the airline industry. Using collected information and Porter’s “Five Forces” model‚ we will provide information about the attractiveness of the airline industry and provide a recommendation based on that information. Industry Background
Premium Airline Delta Air Lines Southwest Airlines