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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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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In 1993‚ Southwest (SW) was faced with the decision of how to schedule two new uncommitted planes‚ and it evaluated three options for enabling either internal or external expansion—adding a new segment direct from Phoenix to Detroit‚ entering the Dayton market to contribute to growth goals for Midway‚ or entering an entirely new geographic market in Baltimore which would begin creating a presence for SW on the East Coast. SW sought conservative and controlled growth‚ and typically prioritized options
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Executive Summary Porter Airlines‚ a short-haul commercial airliner established in 2002‚ have enjoyed significant and steady growth since inception. The concern now is to devise a solution that will allow Porter to continue its controlled expansion strategy‚ as it has been so successful and integral to the growth of the company over the past several years. Situation Analysis Porter Airlines operates in a fiercely competitive airline industry‚ where competitors compete based on price‚ service‚ and
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The human resource department of any airline is the backbone of the organization. The employees in this department are responsible for multiple tasks. These tasks can range anywhere from hiring and firing employees to developing a training system for all airline pilots to go through. Working in the aviation industry has shown me many ways in which having a human resource department is vital to an organization’s success. The human resource department knows everything there is to know about how
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1. Introduction Promotion is the marketing term used to describe all marketing communications activities. Integration of all the elements of promotion mix is necessary to meet the information requirements of all target customers. This simply means that the promotion mix is not designed to satisfy only the prospective buyer or only the regular buyer. Some elements of the mix may be aimed at the target customer who is unaware of the product‚ while others may be aimed at potential customers who are
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Delta Airlines and United Airlines financial Reports Prepared for Dr. Alicia Luna Excelsior University Prepared by Terry L. Hamm 13 September 2014 SECTION I Introduction If you have not been on an airplane and you are over the age of 65‚ you are living under a rock! I have chosen to write my report on two of the largest passenger carriers in the United States‚ Delta Airlines and United Airlines. I will provide a brief introduction about both companies‚ their
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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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stands above. Land O’ Lakes 4-Quart Cheese"—is an example. The objectives of promotion‚ the components of the promotional mix—personal selling‚ advertising‚ sales promotion‚ and public relations are discussed‚ and finally‚ the factors that influence marketers’ decisions in selecting a promotional mix are explained. Objectives of Promotional Strategy Promotional strategy objectives vary among organizations. Some use promotion to expand their markets‚ others to hold their current positions‚ still others
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1. Threat of New Entrants - The easier it is for new companies to enter the industry‚ the more cutthroat competition there will be. Factors that can limit the threat of new entrants are known as barriers to entry. Some examples include: • Existing loyalty to major brands • Incentives for using a particular buyer (such as frequent shopper programs) • High fixed costs • Scarcity of resources • High costs of switching companies • Government restrictions or legislation Power of Suppliers
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