[ Tips ] 一分鐘使用導覽
商品編號： 9-602-065 出版日期： 2001/08/11 作者姓名： Frei, Frances X.;Hajim, Corey 商品類別： Service management 商品規格： 24p 再版日期： 2004/08/23 地域： 產業： Airline industry 個案年度： 2001 - 2001
商品敘述：
Used as part of the first module of a course on Managing Service Operations, which addresses managing the operating role of customers (606-032). Southwest Airlines is well known as the low-fare airline that has achieved ongoing financial success in one of the most financially troubled industries in the United States. Told from the perspectives of two Southwest customers--a frequent flier and a more typical customer--the case revolves around two customer service requests from the frequent flier, both of which provide a compelling temptation to cater to the satisfaction of the airline''s highest revenue customers. The requests are intriguing because they would neither add cost nor increase the turnaround time of Southwest''s service.
涵蓋領域：
Economics;Customer strategy;Customer service;Service management
相關資料：
Case Teaching Note, (5-608-048), 57p, by Frances X. Frei
哪些人也有訂購？