hnd大综合2

..Content Page

Summary (1)

Introduction (2)

Main body

Section 1: Effects of Customer Care Strategy of Southwest Airlines

1.1Introduction to activities of Customer Care Strategy (3)

1.2Effects of the Customer care (4)

Section 2: Assessment of the implications of the above effects

2.1Assessment of the effect to customer satisfaction (7)

2.2 Assessment of the effect to employee satisfaction (8)

2.3 Assessment of the effect to brand image (8)

2.4 Assessment of the effect to turnovers and revenue (9)

Section 3: Conclusion &Recommendation

3.1 Conclusion (10)

3.2 Recommendation (12)

Conclusion (13)

Reference (14)

Appendix (15)

Summary

Southwest Airlines Co is an American low-cost airline and the world's largest low-cost carrier. It is the largest airline in the world by number of passengers carried per year and maintains the fifth-largest passenger fleet of aircraft among all of the world's commercial airlines. Southwest's successful business model involves flying multiple short, quick trips into the secondary airports of major markets, and this can meet most customers‟ need of more efficient and less costly.

The issue is discussed the Customer care strategy of Southwest Airlines. Customer Care Strategy of Southwest Airlines Co is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. Southwest Airlines are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. This investigation has been used questionnaire, telephone interview, face to face interview, internet and magazine to investigate this issue. This investigation has been investigated the background of Southwest Airlines and the development of its customer strategy and customers‟ satisfaction figure, Southwest Airlines‟ standards in details (Employee, Customer, Supplier, Community, Environment) and ways in which the standards were established.

This report includes three sections. The first section introduces the effects of Southwest Airlines‟ customer care and the current situation or activities. The second section introduces assessment of the implications of the above effects specifically. Simultaneously, the section could also analyse the elements and factors of these effects. The third section, some suggestions will be proposed in conclusion part immediately according above part and analysis outcomes.