SINGAPORE AIRLINES: WHAT IT TAKES TO SUSTAIN SERVICE EXCELLENCE – A SENIOR MANAGEMENT PERSPECTIVE Jochen Wirtz and Robert Johnston1 Published in: NUS Business School Research Paper Series‚ December 2001 1 Jochen Wirtz is Associate Professor of Marketing with the NUS Business School‚ Faculty of Business Administration‚ National University of Singapore‚ 17 Law Link‚ Singapore 117591‚ Tel: +65-8743656‚ Fax: +65-7795941‚ E- mail: fbawirtz@nus.edu.sg‚ Http://www.nus.edu.sg; Robert Johnston
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Industry IT Survey Project For Southwest Airlines Prepared for Rick‚ Turley CIS600: Information Technology and Project Management Prepared by Amr‚ Mutlaq Colorado State University April‚ 17th‚ 2013 Overview Southwest Airlines Co is a major U.S airline and the world’s largest low-cost carrier‚ headquartered in Dallas‚ Texas. It was established in 1967 and adopted its current name in 1971. The airline has more than 46‚000 employees as of August 2012 and operates more than 3‚400
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Southwest Airlines 2008 Problem Identification: Will Southwest Airlines able to maintain its top position and level of customer satisfaction whilst expanding its business domain? SWOT Listing: Strength: * Attractive fares and marketing strategies. * Point to Point flights. * Best turnaround time compared to its competitors. * First to sell seats through Internet sites. * Positively Outrageous customer service. * Maintained Co-operative labor relations. * They always
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carriers (LCC) entered the market‚ as well as charter airlines (CC) (cheap cause crappy times) Change is costs (hubs and smoke vs point-to-point without a home base)‚ based on several routes Concentration became lower‚ amount of competition became bigger and market share distribution over larger amount of companies. Concentration looking at intercontinental flights changed less‚ mainly international and domestic flights. Momentarily 240 airlines covering 84% of total passenger travel. Top 10 companies
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Introduction Southwest Airlines is one of the largest domestic carriers in the United States‚ with over 3400 flights every day from 64 domestic destinations. Since 2011‚ Southwest Airlines is the airline that “carries the most domestic passengers of any US airline” ("Scheduled passengers carried"‚ 2011). The major factor that contributes to the success of Southwest Airlines and makes it different from the other airlines is its approach in designing and managing the processes. Measuring capacity
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1. INTRODUCTION The Airline Industry has been growing persistently and consistently over the past decade. Central to the globalization taking place in many other countries is the Airline Industry as it facilitates world trade‚ economic growth‚ international investment and tourism. It’s growth has generated many new opportunities for the tourism development. The benefits of tourism to the national economies of the countries are being realized by the government of those countries. Because of the companies
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One of the Unites State’s biggest airlines‚ United Airlines‚ has rewarded two hackers who spotted major security hols in its website. The airline has given the two hackers one million free flight miles each. The airline operated a “bug bounty” scheme that rewards hackers for privately disclosing security flaws instead of sharing them on the internet. They have awarded the maximum reward of one million free flight miles‚ which is equal to over a dozen trips to these two hackers. Security experts
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The following questions pertain to the Ten Southwest Practices for Building High Performance Relationships. With regard to questions 1 - 4 please explain what they mean to you within a service management focused organization. 1. "Lead with Credibility and Caring"? Many believe that leadership is related to an individual’s level or position within a company; many people refer to the leadership of an organization as embodying the individuals who hold executive positions. However‚ most executives
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Easy Jet Airline TEAM MEMBERS: Name Team Member #1 Qymi Sheng Team Member #2 Will Huo Team Member #3 Ann Chiang Short History of the Easy Jet: Easyjet is a successful example of a European no-frills airline‚ founded by the Cypriot Stelios Haji-Iaonnou in 1995‚ with the vision of creating a customer focused brand that would revolutionize the concept of air travel. More than fifteen years on‚ easy Jet is Europe’s leading airline‚ and the UK’s largest‚ carrying over 55m passengers
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Background THE NORTH-SOUTH AIRLINE Northern airlines merged Southeast Airlines to create the fourth largest U.S. carrier in which it inherited both an aging fleet of Boeing 737-300 aircraft and Stephen Ruth. As the new president of the airline‚ Stephen’s first concern is to create a financially solid company since it is a common presumption for airline industries that maintenance costs rise with the age of aircrafts. He noticed that there have been significant differences in the reported B727-300
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