Case Analysis – Tale of Two Airlines in the Network Age By –AKK This case analyses Prof. McPherson’s service experience with respect to two Airline carriers‚ which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation‚ issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency‚ customer loyalty
Premium Delta Air Lines Flight attendant Customer service
F . WARREN MCFARLAN Tale of Two Airlines in The Network Age: Or Why The Spirit of King George III Is Alive and Well! As Professor Roger McPherson’s wait to go through the security process a second time dragged on into its third hour on this Spring day in 2002‚ (all passengers had to be rescreened upon the discovery that one of the airport screening machines was unplugged) he was reminded of another delayed business trip and the role that information technology played in the story. At 5:30pm
Premium Airline Flight attendant Airport
Tale of Two Airlines: Case Study Professor McPherson discussed in his case study how two different airlines manage passenger booking issues caused by flights delays with the resource they have at hand. In 1985‚ Professor McPherson became a loyal passenger to a London-based airline due to their exceptional service. This happened when he encountered a problem in making his connecting flight due to weather delays. The London- Based airline quickly resolved the issue. He spoke to a first class flight
Premium Flight attendant Airline Avianca
The Madness of King George begins at the end 1788 when King George III’s sanity began to be questioned. The film documents the struggles surrounding the politics and relationships within the Royal Family during King George III’s battle with mental illness. The movie ends only six months later in April of 1789 when King George III is found fit for duty and returns to his regular routine. Despite several historical inaccuracies‚ The Madness of King George accurately displays the hardships associated
Premium George III of the United Kingdom George IV of the United Kingdom
strategy failure for not identifying full fare ticketed customer through the (RMS) revenue management system and (CRS) computer reservation system. Possible loss of a loyal 10 year profitable customer. 2. Poor service management by a failure of airline employees to coordinate standard operations strategy of inclement weather procedures. Inflight attendants failed to identify passengers with close-connecting flights and to notify employees at destination airport to hold planes. Resulted in loss
Premium Management Customer service Service system
King George III‚ was the symbol of English Tyranny to the American Colonist. The colonist blamed him for all his usurpations and faults. They failed to see the truth. He was just an image to blame‚ behind all his actions was the Parliament. The Parliament dominates this Monarchy‚ not King George III. In addition‚ Americans condemned him for unjust laws‚ but in reality‚ these laws were fair and reasonable. In the American Colonies‚ colonist accused the kings for unjust laws and treatment. The
Free American Revolution Boston Tea Party
Dear King George III We send our gratitude for your soldiers protecting us but we wish to please separate from Great Britain. We‚ the people of the colonies shall wish you dearly but it is time for us to become our own nation. Please DO NOT be offended by the following Statements. LISTEN UP GEORGE! We are serious about this matter! We feel that “Taxation without Representation” is WRONG! W-R-O-N-G! Now we understand that Great Britain is having some financial problems but it’s NOT our problem
Premium George III of the United Kingdom
Tale of Two Airlines Memo Dear Elizabeth Windsor‚ CEO‚ I ’m writing in regards of recommendations for service improvement. These findings are based on the McPherson complaint and the following issues have been identified. 1. Information technology and operation strategy failure for not identifying a full fare customer through the (RMS) revenue management system or (CRS) computer reservation system. This may have caused the airline to lose a loyal
Premium Airline Management Customer service
EXECUTIVE SUMMARY Spirit Airlines (SAVE) is an ultra low-cost‚ low-fare based in Fort Lauderdale‚ Florida that provides affordable travel opportunities. The IPO for Sprit airlines was offered on June 11th‚ 2011. The price of the stock at the IPO date was of $12.00. According to NASDAQ.com‚ the money that was raised on the IPO was $187.2 million dollars‚ with 5 million dollars in expenses. After the underwriting cost eliminated they approximately raised171.0 million. After the IPO sale
Premium Stock market Stock Southwest Airlines
reasons why I‚ Patrick Henry‚ dislike King George III (3rd). One of the many reasons is all the taxes that were passed by parliament. He started taxing us on sugar; or known as the sugar act. One of the worst things was the taxation without representation; they would tax us but not represent us. The one thing that didn’t involve a tax was that we couldn’t print our own money; we wanted our colony to print the money not Britain. Nobody except the loyalist wanted to keep King George III; well actually
Premium Boston Tea Party American Revolution George III of the United Kingdom