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A Tale of Two Airlines: A Comparative Case Study of High-Road versus Low-Road Strategies in Customer Service and Reputation Management
PI John Griffith
CO-I Donna Roberts
This proposal represents an in-depth comparative case study highlighting the differences in marketing strategies, employee relations and customer (internal and external) service models between American low cost carrier Southwest Airlines and European low cost carrier Ryanair. Analysis will focus on the differing brand personalities of the two airlines, particularly with regard to customer service and its relationship to customer satisfaction and overall corporate success from the early days of these organizations through 2013.
Read moreCategories: Faculty-Staff
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Aviation Management Education Study (AMES)
PI Jason Newcomer
CO-I James Marion
CO-I Matthew Earnhardt
The Aviation Management Education Study (AMES) is a longitudinal effort consisting of a series of research papers covering various facets of aviation education as it pertains to managers in the field and hiring of industry professionals.
Read moreCategories: Faculty-Staff
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