Detail Competitive Confrontation in Consumer Services   Oleh:  Allen, Michael G. Jenis: Article from Bulletin/Magazine Dalam koleksi: STRATEGY & LEADERSHIP vol. 17 no. 1 (1989), page 4-9. Topik: CONSUMER SERVICE; competitive confrontation; consumer services Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: SS31 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel Here's an airline service performance you might take for granted : Coach passengers are enjoying their overnight Swissair flight to Geneva. The plane left promptly from JFK, dinner was first rate and was served swiftly and elegantly. What's missing from the sounds in the cabin ? The crying of babies. They are sound asleep, cradled in specially designed hammocks called baby baskets. Never resting on its reputation for excellence in service management, Swissair keeps ahead with such innovations. The corporate payoff for such attention to detail is that Swissair continues to be the international airline most travelers prefer. Its flights are filled - at premium prices - because of its carefully designed and rehearsed services. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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