Here is the synopsis of our sample research paper on Service Company Analysis: Southwest Airlines. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
A 15 page paper. What differentiates Southwest Airlines from others in a very competitive industry? Service. This paper discusses quality of service and how Southwest seems to do the impossible – have very few complaints logged against them. The writer provides a brief background of Southwest including the many awards they have won, discusses employees and labor-management relations, and customer satisfaction. Quality gap, measuring quality, dimensions of quality and employees' role in service quality are discussed. Bibliography lists 17 sources.
Page Count:
15 pages (~225 words per page)
File: MM12_PGswst4.rtf
Buy This Term Paper »
Unformatted sample text from the term paper:
lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline" (Southwest, 1998). Freiberg and Freiberg who worked for the company for
ten years argue that the founders began the company on guts and nuts and have operated it with integrity since its founding (1996). In 1986, Southwest was ranked first in
customer satisfaction for the 6th consecutive year (Southwest, 2000). During the next few years, the company initiated 14-day advance purchase fun-fares at up to a 25 percent discount (Southwest, 2000).
In 1988 that Southwest won its first Triple Crown: Best On-Time Record, Best Baggage Handling, and Fewest Customer Complaints. They won their second Triple Crown a year later (Southwest, 2000).
A third Triple Crown was won in 1993 and service was extended to the East Coast (Southwest, 2000). Ticketless service was offered to four cities in 1994 and extended throughout
the entire system the next year (Southwest, 2000). Another Triple Crown was awarded in 1995 (Southwest, 2000). In 1997, Southwest became the launch customer for the next generation Boeing 737-700
(Southwest, 2000). Today, Southwest Airlines is the fifth largest major airline in the United States (Southwest, 2000). They fly over 57 million passengers every year to 57 cities in 30
states with more than 2,600 flights per day (Southwest, 2000). They have 360 of the newest jets in the nation with an average age of 8.4 years (Southwest, 2000). The
monthly Triple Crown has been awarded to them 31 times since 1988 and they have received five consecutive annual Triple Crown awards (Southwest, 2000). As an airline they have contributed
to advancing the commercial airline industry, for example, Southwest was the first airline to offer a frequent flyer program that offers credit for number of trips instead of number of
...