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Full-Text Articles in Business
A Tale Of Two Airlines: A Comparative Case Study Of High-Road Versus Low-Road Strategies In Customer Service And Reputation Management, Donna L. Roberts, John C. Griffith
A Tale Of Two Airlines: A Comparative Case Study Of High-Road Versus Low-Road Strategies In Customer Service And Reputation Management, Donna L. Roberts, John C. Griffith
Publications
Customer surveys from Ryanair and Southwest Airline passengers were examined to determine their perceptions on customer service for the period of 2012-2013. Southwest Airlines (n=149) was rated significantly higher than Ryanair (n=165) in overall rating (p=.0228), seat comfort (p<.0001), cabin/staff service (p<.0001), and value (p=.0004). Additionally, passengers would recommend Southwest Airlines at a higher rate than Ryanair (p=.0006). Open area comments emphasized that customer service and policies had a large impact on the ratings. Specifically, 53% of Ryanair customers complained about inefficient or unwelcome processes and discourteous or unfriendly service compared to 29% for Southwest Airlines. Ryanair customers complained about check-in procedures, open seating policy, and fees ranging from oversized carry-on bags to fees for printing out boarding passes. The largest area of complaint for Southwest customers concerned how customers were treated for flight delays.
Exploring Management Practices Of The Health Care System For Contractors, Gary L. Williams
Exploring Management Practices Of The Health Care System For Contractors, Gary L. Williams
Walden Dissertations and Doctoral Studies
Researchers have found that military members serving in war experienced changes in physical and mental health. Military members' healthcare is managed by the Department of Defense. The problem was that management practices of the system for providing long-term healthcare for employees of a contracting company working in foreign combat zones is either minimal or nonexistent. The purpose of this case study was to explore ways that contractor managers and government managers can work together to provide healthcare for those contract employees who will be deployed with the U.S. military. The primary research question was to determine what managers of contractors …
Strategies To Reduce Employee Turnover In The Durable Goods Industry, Mary Jane Burnett
Strategies To Reduce Employee Turnover In The Durable Goods Industry, Mary Jane Burnett
Walden Dissertations and Doctoral Studies
Some durable goods industry leaders lack strategies needed to successfully reduce voluntary employee turnover, which is detrimental to organizational performance and decreases an organization's competitive advantage. The purpose of this qualitative single case study was to explore the strategies durable goods industry leaders used to reduce employee turnover in their organizations. The population consisted of 4 durable goods industry leaders in the southeastern region of the United States who had at least 3 years of managerial experience in reducing employee turnover. The conceptual framework was the transformational leadership theory of Bass. Methodological triangulation was used to increase the validity and …