Embry-Riddle partners with private and public entities to assist in developing solutions to today's and tomorrow's aeronautical and aerospace problems. Here at the world's largest aviation-oriented university, our focus on applied research is unique.
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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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