1. Introduction (4 Reference) The Cathay Pacific Airways is a local company in Hong Kong. Our company are getting different rewards, like the “Winner of the AirlineRatings.com Best Business Class award for 2014” and safety 2015. 2. Customer Relationship Management When service issues arise, we will collaborate with team members to find fast solutions that keep our customers happy and ensure that we remain their airline of choice. As well as, we need to more care about our loyal customers and meet their needs. It can keep the relationship with our loyal customers. - Concepts: The Wheel of Loyalty - Reward Based Bonds 3. Service Communication Cathay Pacific is the largest and most reputable names in the aviation industry – as well as in Asia The Cathay Pacific Airways’ “The Spirit of Hong Kong” campaign was held in 2013. This activity was attracting more than 5000 people to apply their idea to us and their ideas also can explain the spirit of Hong Kong and what the city means to the contestants. In addition, the Cathay Pacific Spirit of Hong Kong Community Flight was held in 2014. This event invites more than 160 residents from 69 less-advantaged single-parent families into the skies over the city and they are never having the opportunity to fly together with their families before. So, these two events are the opportunity to build up the social responsibility image of our company to the public and increase the value of the company to the Such as “Hong Kong ruby seven”, “Hong Kong Chinese New Year Parade” and “The Wine and Dine Festival in Hong Kong”. We sponsor this event in every year. Because it can build up the brand image to the public and improve the awareness of the company in the customer’s mind. E. Service Delivery Channels The service outlets of our company is using 4. Performance Measurement The purpose of performance measurement are communication, motivation, control and improvement. The performance drivers should include this few parts, personnel development, employee attitudes, public responsibility, balance between short-range objective and long-term goals and product leadership. And these parts should affect the customers’ satisfaction of our company. - Customers Satisfaction, Concept: Expectancy Disconfirmation Model - Benefits CS - Measuring CS - Understanding
Air Canada has deliberately set its self around the domestic and also worldwide market of carrier industry. The aircraft has substantiated itself as a superior Canadian brand becoming a part of Star Alliance, joined different famous carriers such KLM, Lufthansa carrier, Thai aircraft and so forth. Moreover, Air Canada has code offering consent to in excess of 26 aircrafts including Swiss Airlines, Singapore Airline, Etihad Airways et
Southwest airlines is one of the most widely respected companies among those profiled by Firms of Endearment. They are recognized for having one of the best corporate cultures, which is emphatically encouraged from the top down. Southwest’s model clearly exemplifies the concept of servant leadership, and we will elaborate on how this creates a firm of endearment.
American Airlines and US Airways are in the aviation industry. Both companies provide air transportation services for passengers and freight. Together they have formed American Airlines Group, Inc., the world’s largest airline, as measured by revenue passenger miles (RPMs) and available seat miles (ASMs). In 2012 the U.S. airline industry was worth approximately $195billion in operating revenue, up from $154billion in 2009, including an operating fleet of 3,451 aircraft.1
The Airline Industry is a fascinating market. It has been one of the few industries to reach astounding milestones. For example, over 200 airlines have gone out of business since deregulation occurred in 1978. Currently, more than 50% of the airlines in the industry are operating under Chapter 11 regulations. Since 9/11, four of the six large carriers have filed for and are currently under bankruptcy court protection. Since 9/11 the industry has lost over $30 billion dollars, and this loss continues to increase. Despite the fact that the airline industry is in a state of despair, JetBlue has become the golden example, a glimpse of what the industry could be.
In 2008 the public found out about Southwest missing required safety inspections, while still flying planes that needed to be inspected (Thompson, et al., 2012). CEO Gary Kelly was quick to publicly apologize for both incidents and reaffirmed the company’s obligation to safety. Looking at comparative statistics in 2010, denied boarding’s due to oversold flights have went up from 1.42 in 2009 to 2.59 in 2010, which puts them at the 3rd worst in the industry (Thompson, et al., 2012). This is also 3.5 times higher than it was in 2005. If maintaining customer satisfaction is their top priority, this needs to be tackled. Another weakness reported in a Southwest SWOT analysis includes contractual obligations which were $2,510 million in FY2014, compared to $1,208 million in FY2010 (Liu, 2012). Even with these statistics, there is still plenty of room for opportunity with the recovery of the U.S. airline industry, recovery of tourism, acquisition of Air Tran, expansion into the International market and improved customer satisfaction (Liu, 2012).
Even though Southwest offers no-frills, there is still a high degree of customer satisfaction that continuously builds customer loyalty for the company. As mentioned, Southwest offers low prices on their airplane tickets. Also, Southwest is renowned in the airline industry for its short turnaround time on arrivals and departures. And since people's biggest concern nowadays is money and time, having low price airline tickets to cater their traveling needs in a shorter period of time will surely satisfy them. Moreover, aside from the low prices offered, what attracts to customers is Southwest’s way in dealing with them. The employees of the airline treat their customers well and really listen to their needs.
Since 1987, when the Department of Transportation began tracking Customer Satisfaction statistics, Southwest has consistently led the entire airline industry with the lowest ratio of complaints per passengers boarded. Many airlines have tried to copy Southwest’s business model, and the Culture of Southwest is admired and emulated by corporations and organizations in all walks of life. Always the innovator, Southwest pioneered Senior Fares, a same-day air freight delivery service, and Ticketless Travel. Southwest led the way with the first airline web page—southwest.com, DING, the first-ever direct link to Customer’s computer desktops that delivers live updates on the hottest deals, and the first airline corporate blog, Nuts About Southwest. Our Share the Spirit community programs make Southwest the hometown airline of every city we serve.
One of the first steps that the company has done was relocate their passengers from terminal 2 to terminal 1 at the Shanghai airport. Doing that allowed Delta’s passengers along with Shanghai and China Eastern passengers to have much smoother connections meanwhile enhancing customer service. As of July, 2015 Delta has added a new network between Los Angeles and Shanghai, enhancing nonstop service between China and the U.S ("Delta and China Eastern solidify strategic partnership Delta News Hub," 2015). Working together as SkyTeam members, all three airlines are able to expand their presence in the pacific. Furthermore, these companies are able to provide better customer service to their passengers by having more options and less stress free environment due to tough connections. Combined with its hubs and focus markets in Detroit, Seattle, Los Angeles and Tokyo-Narita, Delta will operate 28 weekly departures to Shanghai. ("Delta and China Eastern solidify strategic partnership Delta News Hub," 2015). In addition to that, having a Shanghai base allows all the partners to concur much wider territory outside of Shanghai. Their passengers will have access to purchase Delta’s tickets while flying from Asia and passengers that are traveling from U.S are also able to purchase tickets on Shanghai or China Eastern
The Southwest Airlines company and its culture is one that is often cited in today 's business classes. The airline is widely known to be “different” compared to many of its competitors, a result of its founding values and strong corporate culture. This culture developed early in Southwest’s history and was deeply entrenched due to the competitiveness of the airline industry, as well as due to some of the pressures experienced as a result regulatory issues and stiff competition.
Twenty-two consecutive years of profitable operations which is unmatched in the US airline industry.
Westjet has a unique corporate spirit: To enrich the lives of everyone in WestJet's world by providing safe, friendly and affordable air travel (2). In order to fulfill this company mission, westjet pursue to become one of the five most successful international airlines in the world by 2016, providing the guests with a friendly and caring experience that will change air travel forever.
Southwest Airlines strategy of focusing on short haul passenger and providing rates as low as one third of their competitors, they have seen tremendous growth in the last decade. Market share for top city pairs on Southwest's schedule has reached 80% to 85%. Maintaining the largest fleet of 737's in the world and utilizing point-to-point versus the hub-and-spoke method of connection philosophy allowed Southwest to provide their service to more people at a lower cost. By putting the employee first, Southwest has found the key to success in the airline business. A happy worker is a more productive one as well as a better service provider. Southwest will continue to reserve their growth in the future by entering select markets only after careful market research.
Performance management is a management tool used to value, monitor and measure a company’s strategies that ensure the efficiency and effectiveness of its product delivery. This management tool does not focus on the organisation and on its employees as well as stakeholders. It is a continuous process that entails that managers make sure that organisational and employee values are corresponding (Aguinis, 2005,p.1/2-1/5). Performance Management brings about the competencies in the employees, increases self-esteem by giving feedback to employees, there is a low number of lawsuits because it helps understand the company better (eThekwini Municipality, 2008,p.10-11). According to Pride, Hughes and Kapoor (2011, p.288) performance management creates motivation for employees; one theory of motivation is of Expectancy, which stipulates that employees satisfaction is driven by expectations of what an organisation will offer in return.
The company’s target market appears to cater to every type of person in the luxury sector. This is reflected with its high class amenities, such as the Michelin restaurants and spas. The Mandarin Oriental International Limited Annual Report 2014 outlined that the leisure travellers have had higher demand recently over business travellers, as well as, “…higher spending leisure customers now making up close to 50% of the Group’s room nights” (Photos.mandarinoriental.com, 2014).
Singapore Airlines should differentiate themselves even more by improving media and communication channels thus improving the overall communication plan.