Emirates

Group Assignment
Introduction to Service Management
Part A: Group report
Company: Emirates
Hand in date: 18th June 2010
Weightage: 50%
Total number of words: 1059

Area of Responsibility | Name | Signature |
Introduction | Abdul GhaniTP022326 | |
Service Encounters | Aflah MohammadTP022492 | |
Relationship & Customer loyalty | Ayesha MansoorTP022132 | |
Supplementary Products and conclusion | Mohammad Talha AwanTP021713 | |

Table of content:

  1) Overview of the company

      1.1- Introduction ……………………………………………………………………… 3

      1.2- Company’s Background …………………………………………………………. 3

  2) Body:

2.1-       Service Encounter …………………………………………………………….. 4-5

2.2-       Relationship & Customer Loyalty ………………………………….……...…. 5-6

2.3-       Supplementary Products …………………………………………………….... 7-8

  3) Conclusion ……………………………………………………………………………… 9

  4) Referencing ……………………………………………………………………………. 10

  5) Individual Critique …………………………………………………………..……   11-15

      1.1) INTRODUCTION:
The Emirates group is one the largest and most profitable organization in the middle-east with total revenue of approximately $12billion and it employees more than 40,000 people (http://www.scribd.com/doc/32216217/Emirates-Airlines).The Emirates airline is one of the subsidiaries of the group and is the national airline of United Arab Emirates; it has previously won an award for the best international airline. The airline flies to over 100 destinations in 60 countries across 6 continents. Currently Emirates has a fleet of 137 aircrafts and has placed orders for 100 more as the company is expected to expand rapidly. Approximately 700 flights depart from the main hub (Dubai) every week. According to a survey nearly 40% of the flights in and out of Dubai are encountered by Emirates (http://www.emirates.com/english).

      1.2) Company Background:
The government of Dubai founded the Emirates airline on 25th of May 1985 and on 25th October... [continues]

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