SouthWest Airline; Business Strategy
- 최초 등록일
- 2008.05.07
- 최종 저작일
- 2008.05
- 2페이지/ MS 워드
- 가격 1,500원
소개글
Southwest Airlines` Taxonomy of service and Service Stragegy
목차
없음
본문내용
The service process matrix: high degree of interaction and customization and low degree of labor intensity.
Nature of the service act: Airline is tangible and transport people’s body.
Relationships with customers: Airline has membership relationship and changes to e-ticket delivery.
Customization and judgment: high degree of service customization and personnel judgment to meet customer needs.
Nature of demand and capacity: demands are relatively easy to forecast and narrow fluctuation over time but peak demand often exceeds capacity.
Availability of service outlets: Airlines are based on specific airport and it is hard to change their service outlets because customer goes to service organization (airport).
참고 자료
Southwest`s New Flight Plan: Win More Business Travelers; Low-Cost
Airline Will Charge More for Tickets With Perks; Will Bargain Flier Stay
Loyal? Melanie Trottman. Wall Street Journal. (Eastern edition). New York,
N.Y.: Nov 27, 2007. pg. B.1