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Innovation Ambidexterity And The Three-Legged Stool: The Value Of Business Processes, Janet Tinoco
Innovation Ambidexterity And The Three-Legged Stool: The Value Of Business Processes, Janet Tinoco
Publications
Successful accomplishment of ambidexterity in innovation was, and remains today, a perplexing and challenging task for many firms, especially those in the competitive high-technology climate. Ambidexterity in this context is the ability to create radical product innovations for the future while also developing incremental product innovations for short-term return. Each type of innovation requires different—often opposing—structures, cultures, and processes. Thus, to become ambidextrous, companies must create a balanced mix of all three, each a leg in a three-legged stool.
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.