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
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1 CAPACITY UTILIZATION IN INDIAN AIRLINES Danish A. Hashim* Sir Ratan Tata Fellow Institute of Economic Growth Delhi. 110 007. INDIA. E-mail: danish_hashim@yahoo.com April 2003 Abstract The financial performance of the state -owned Indian Airlines has deteriorated since 1989- 90. The main reasons cited for the poor financial performance of Indian Airlines include: rising fuel prices‚ excess staff‚ serving uneconomic routes and increasing expenses on insurance. However‚ low capacity utilization
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SOFTWARE REQUIREMENTS SPECIFICATION(SRS) FOR AIRLINE DATABASE Table of Contents 1. Introduction 1.1 Purpose 1.2 Document Conventions 1.3 Intended Audience and Reading Suggestions 1.4 Project Scope 1.5 References 2. Overall Description 2.1 Product Perspective 2.2 Product Features 2.3 User Classes and Characteristics 2.4 Operating Environment 2.5 Design and Implementation Constraints 2.6 Assumptions and Dependencies 3. System Features 4. External Interface Requirements 4.1 User Interfaces 4.2 Hardware
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12 Conclusion 13 Reference 14 Executive Summary The purpose of this report is to present the business operating in the tourism sector and how the company segments its products and services in the market. Malaysia Airlines System (MAS) is a well-known aircraft carrier company that delivers their services to all passengers around the world to ideal destinations. MAS use marketing mix such as Product‚ Price‚ Promotion and Place to broaden‚ advertise‚ and promote their
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Introduction Singapore Airlines (SIA) was created in 1972 and was fully state owned. The company expanded rapidly‚ and with a strategy of concentrating on customer needs by providing exceptional in-flight service‚ the airline quickly became a noteworthy competitor in the market. During its formative period in the 1970s‚ SIA developed all the hallmarks that made it one of the most successful and consistently profitable airlines in the world. Through a constant investment in personnel skills and
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the Vietnam domestic air services market‚ there are Vietnam Airlines (VNA)‚ Jetstar Pacific Airlines (JPA)‚ Vasco‚ Viet Air‚ Air Mekong‚ Blue Sky Air. Espealcially‚ Vietnam Airlines is playing the commanding position on the net of domestic flying pathway. On the other hand‚ although The law of air service was newly promulgated in 2006 and give econmic components chance to join air transportation. However‚ up to now‚ Vietnam Airlines is still the firm commanding the market with the % of concentration
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Imagine Widgets Airlines‚ Inc. operates 18-seat commercial flights between New York City and Washington‚ DC. After 10 seats have been sold on each aircraft‚ the company has reached the break-even point. Should Widgets consider offering a discounted fare for seats 11 through 18? Yes. Widgets Airlines‚ Inc. should offer a discount on the remaining seats. What are the advantages and disadvantages of not offering a discount on seats 11 through 18? The advantages of selling at a discounted price
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Case Study > Data Warehousing Continental Airlines I. Executive Summary Table of Contents I II III IV V Executive Summary The Decision to Invest Implementation New Business Strategies ROI 2 4 6 9 19 20 Technical Appendix A Continental’s comeback from “Worst to First” is an airline industry legend. Now the company is engaged in a new initiative to move from “First to Favorite.” To support this ambitious initiative‚ Continental tapped into its Enterprise Data Warehouse and expanded it
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JETBLUE AIRLINES OCTOBER 2006 JetBlue started their business in a positive approach‚ by ensuring the main elements were in place prior to starting operations. Compared to JetBlue ’s counterparts that started up their airlines in the 1980 ’s and 1990 ’s‚ JetBlue began with a highly experienced senior management team‚ dedicated core values‚ and plenty of capital to ride out the low times. JetBlue ’s strengths and opportunities compared to the industry are: Strength & Opportunities:
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With a global footprint of 37 countries‚ dnata employs over 20‚000 employees for its operations worldwide. It is operated by their key people who are Sheikh Ahmed bin Saeed Al Maktoum (Chairman/CEO) Maurice Flanagan (Executive Vice-Chairman Emirates Airline and Group) Gary Chapman (President of Dnata). D. Organizational Chart E. Facilities‚ No. of outlets dnata (Philippines) provides all aspects of passenger and ramp handling services. It has enjoyed significant growth
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