Inflight philosophy
Article Abstract:
Singapore Airlines (SIA) started its operations in 1972, and has since grown into an international force in the industry. SIA lives by its philosophy of sticking to the basics, concentrating on strengths and growing at a steady pace. SIA's success is also due to its customer-orientation, where listening to suggestions and aiming at customer satisfaction are of prime importance. Through its service performance index, the airline monitors passenger reactions. It spends $80 million for training its employees on how to satisfy customers and allots a huge budget for advertising, all aimed at providing quality service.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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High-flying employee ownership
Article Abstract:
Kiwi International Airlines Inc. was able to post some profit despite the folding up of a few other airline companies since the deregulation of the industry by the US. The airline, which began its operations in 1992, offered the employee ownership plan where its workers bought into the company upon recruitment. Another winning factor to its credit is its offer of lower rates, enticing both new and recreational flyers. However, despite its success, the company is facing a dilemma as growing competition is dictating for it to grow. Kiwi hopes to be able to achieve growth without upsetting the company's nature.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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Focus on customers, focus on growth and focus on profit
Article Abstract:
Companies, whether big or small, should take their lesson from the New Zealand-based Fisher & Paykel's white goods-manufacturing business. From a small business in an obscure location, Fisher & Paykel has evolved into a top industrialist. The company's general manager attributes its success to its strictly focused customer orientation. From the start of its operations in 1934 in Auckland where it sold imported refrigerators, washing machines and radios, its main thrust has been to fulfill all its customers' requirements.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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Comment about this article or add new information about this topic:
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