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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Introduction Case studies Learning excellence: Southwest Airlines’ approach Ulla K. Bunz and Jeanne D. Maes The authors Ulla K. Bunz and Jeanne D. Maes are based at the University of South Alabama‚ Mobile‚ AL‚ USA. Abstract In an era in which adapting to change means survival‚ it is important to study what successful organizations have done. While the airline industry in the USA has not made thriving financial headlines‚ one small company has been able to satisfy its customers completely
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Coke market analysis Name Institution Coke Market Analysis Coke is a carbonated soft drink beverage produced by the Coca-Cola Company. The Coca- Cola Company is based in Atlanta and owns the trademark coke. Coke is produced in several product lines’ which include caffeine free cola‚ diet coke‚ coke zero and coca-cola vanilla. Coke as a product is available and also targets all the 200 countries in the world thus it is not restricted to any given region. It is also the main dominant product
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..................................................... 21 Section 3: Residential Market Analysis .......................................................................23 Section 4: Retail Market Analysis and Demand Estimate............................................31 4A: Retail Market Analysis.............................................................................................. 31 4B: Retail Demand Analysis................................................................................
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MARKET ANALYSIS INDUSTRY: - Binalot belongs to the restaurant sector. It is comprised of fine dining restaurants‚ fast food chains‚ canteens‚ foodcourts and other establishments which serves food and drinks whether it is self or semi service. - Franchising fast food chains is growing in the Philippines. More and more Filipinos are gearing towards food franchising because of the love for food of the Pinoys. - For 2007-2008 Food franchisin dominated the other franchising business such as Retail
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Southwest Value Chain Analysis Outcomes / Accomplishments: low price‚ convenience service‚ customer loyalty low turnover & low costs‚ great union relationships‚ customers are brand ambassadors. Southwest Airlines (SWA) is consistent in their culture‚ business model‚ and customer interactions and engagement‚ all collectively reducing costs and enabling their point-to-point‚ efficient‚ low cost‚ friendly service. Their culture favors personal connection‚ community‚ recognition‚ support‚ and
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.......................................................................12 Major Products and Services............................................................................18 Revenue Analysis...............................................................................................19 SWOT Analysis...................................................................................................20 Top Competitors........................................................................
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Southwest Airlines - Company Motivation Profile Sam George Daher‚ BUS 6351 Business and Society Professor Fernando Garza Wednesday‚ May 2nd‚ 2006 Abstract Southwest Airlines is one of the most desired employers. The company ’s unique corporate culture has been established since Southwest Airlines first started. In addition‚ Southwest Airline ’s mission statement‚ organizational structure‚ and decision-making strategies are also important to Southwest ’s culture. Southwest Airline uses many
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This report is based on the data published by the National Bureau of Statistics‚ China Customs‚ the Ministry of Commerce‚ the Development Research Center of the State Council‚ the National Economic Information Center‚ the Ministry of Agriculture‚ China Beverage Industrial Association‚ China Food Industrial Association‚ the National Commercial Information Center‚ China Industrial Research Network‚ both domestic and foreign papers and magazines and data supplied by professional fruit juice/drink research
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facilities can be used by SIA‚ but also the customers of other airline company. So those services in Changi airport are not unique for SIA. Airport service is valuable and important for SIA or other airlines company. Low unique and high valuable‚ then it is not SCAs. 2. Planes: SIA have 22% 747-400 aircrafts of total production in the world. These planes are greater flying range‚ better fuel efficiency and quieter cabin than other airline. High unique and valuable that SIA has strong competitive power
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