Competing on Customer Service : An Interview With British Airways' Sir Colin Marshall  

Oleh:

Prokesch, Steven E. ; Marshall, Chris ; Weiser, Charles R.

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Harvard Business Review bisa di lihat di link (http://web.b.ebscohost.com/ehost/command/detail?sid=f227f0b4-7315-44a4-a7f7-a7cd8cbad80b%40sessionmgr114&vid=12&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&jid=HBR) vol. 73 no. 6 (1995), page 100-118.
Topik: customer service; brands; customer relations; employee empowerment; interviews; key performance indicators; marketing strategy; profit sharing plans; service management

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Perpustakaan Pusat (Semanggi) Nomor Panggil: HH10.10 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Just because the competition is tough, that's no reason to be tough on customers, says Sir Colin Marshall, chairman of British Airways. Even in a cutthroat, mass - market business such as air travel, he argues, many people will pay a premium for good service - even those who travel economy. Marshall's views may be unconventional, but so is his company's performance : While the world airline industry has racked up billions of dollars in losses, British Airways has remained solidly profitable. Includes "Championing the Customer," by Charles R. Weiser.

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