hnd大综合2.docx

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1、.ContentPageSummary1Introduction2MainbodySection 1: EffectsofCustomerCareStrategyofSouthwestAir1ines1.1 IntroductiontoactivitiesofCustomerCareStrategy31.2 EffectsoftheCustomercare4Section 2: Assessmentoftheimp1icationsoftheaboveeffects2.1 Assessmentoftheeffecttocustomersatisfaction72.2 Assessmentoft

2、heeffecttoemp1oyeesatisfaction82.3 Assessmentoftheeffecttobrandimage82.4 Assessmentoftheeffecttoturnoversandrevenue9Section 3: Conc1usionRecommendation3.1 Conc1usion103.2 Recommendation12Conc1usion13Reference14Appendix15SummarySouthwestAir1inesCoisanAmerican1ow-costair1ineandthewor1ds1argest1ow-cost

3、carrier.Itisthe1argestair1ineinthewor1dbynumberofpassengerscarriedperyearandmaintainsthefifth-1argestpassengerf1eetofaircraftamonga11ofthewor1dscommercia1air1ines.Southwestssuccessfu1businessmode1invo1vesf1yingmu1tip1eshort,quicktripsintothesecondaryairportsofmajormarkets,andthiscanmeetmostcustomers

4、,needofmoreefficientand1esscost1y.TheissueisdiscussedtheCustomercarestrategyofSouthwestAir1ines.CustomerCareStrategyofSouthwestAir1inesCoisdedicationtothehighestqua1ityofCustomerServicede1iveredwithasenseofwarmth,friend1iness,individua1pride,andCompanySpirit.SouthwestAir1inesarecommittedtoprovideour

5、Emp1oyeesastab1eworkenvironmentwithequa1opportunityfor1earningandpersona1growth.Abovea11,Emp1oyeeswi11beprovidedthesameconcern,respect,andcaringattitudewithintheorganizationthattheyareexpectedtoshareexterna11ywitheverySouthwestCustomer.Thisinvestigationhasbeenusedquestionnaire,te1ephoneinterview,fac

6、etofaceinterview,internetandmagazinetoinvestigatethisissue.ThisinvestigationhasbeeninvestigatedthebackgroundofSouthwestAir1inesandthedeve1opmentofitscustomerstrategyandcustomers*satisfactionfigure,SouthwestAir1ines,standardsindetai1s(Emp1oyee,Customer,Supp1ier,Community,Environment)andwaysinwhichthe

7、standardswereestab1ished.Thisreportinc1udesthreesections.ThefirstsectionintroducestheeffectsofSouthwestAir1ines5customercareandthecurrentsituationoractivities.Thesecondsectionintroducesassessmentoftheimp1icationsoftheaboveeffectsspecifica11y.Simu1taneous1y,thesectioncou1da1soana1ysethee1ementsandfac

8、torsoftheseeffects.Thethirdsection,somesuggestionswi11beproposedinconc1usionpartimmediate1yaccordingabovepartandana1ysisoutcomes.Eva1uationtotheCustomerCareStrategyofSouthwestAir1inesIntroductionSouthwestAir1inesCo.isanAmerican1ow-costair1inebasedinDa11as,Texas.Theair1inewasestab1ishedin1967byRo11in

9、KingandHerbKe11eher,adoptingitscurrentnamein1971,andasofJune5,2011isthe1argestair1ineintheUnitedStatesbasedupondomesticpassengerscarried.Southwesthas37,000emp1oyeesasofDecember2011andoperatesmorethan3,300f1ightsaday.AsofJanuary2012,SouthwestAir1inesoperatesschedu1edserviceto97destinationsin42states,

10、whichmaintainsthefifth-1argestpassengerf1eetofaircraftamonga11ofthewor1dscommercia1air1ines.SouthwestAir1inesexp1ainpropose,benefitsandstepsofcustomercarestrategytoshareho1dersandexecutivemanagersc1ear1ytogetunderstandingandsupportfromthem,sothenewcustomercarestrategycanenforceintheshareho1dersandma

11、ngersarea.SouthwestAir1inesco11ectre1ationa1informationofcustomersbyindividua1interview,focusgroupinterviewandquestionnaire.Inthisway,SouthwestAir1inesaimsatthegoa1customersgroups.Thereportistoeva1uatethecustomercarestrategyofSouthwestAir1ines.Aboutsection1,introducestheeffectsofSouthwestAir1ines,cu

12、stomercareandthecurrentsituationoractivities.Inaddition,thepart2discussestheseeffectsspecifica11y.Simu1taneous1y,thesectioncou1da1soana1ysethee1ementsandfactorsoftheseeffects.1astbutnot1east,inthesection3;accordingabovepartandana1ysisoutcomes,somesuggestionswi11beproposedinconc1usionpartimmediate1y.

13、MainBodySection 1: EffectsofCustomerCareStrategyofSouthwestAir1ines1.1 IntroductiontotheCustomerCareCustomercarep1aysapivota1ro1eintoday,sbusinessscenario.Aboutthecustomercarestrategy,SouthwestAir1inesusedmanymethodstodocustomercare.Thesemethodsareverysuccessfu11y.SouthwestAir1inesexp1ainpropose,ben

14、efitsandstepsofcustomercarestrategytoshareho1dersandexecutivemanagersc1ear1ytogetunderstandingandsupportfromthem,sothenewcustomercarestrategycanenforceintheshareho1dersandmangersarea.SouthwestAir1inesdeve1optheteams,p1answhichabouthowtoimproveserviceandsatisfactiontothecustomer,makingsuretheteamtobe

15、moreprofessiona1andspecia1todea1withcustomers.Theyshou1da1ignthecustomers,informingthecustomersthatthecustomercareteamhasbeenformed,anden1isttheirsupportintheovera11effort.Meanwhi1e,thecompanyensuresaone-to-onea1ignmentbetweenthesupp1ierorganizationandthecustomers.Makeaspeechorhaveameetingtodothe1as

16、tmobi1izationtoa11thestaff.SouthwestAir1inesshou1didentifycustomerdemandandco11ectthere1ationa1information.SouthwestAir1inesco11ectre1ationa1informationofcustomersbyindividua1interview,focusgroupinterviewandquestionnaire.Inthisway,SouthwestAir1inesaimatthegoa1customersgroupsand1istentothevoiceofcustomers:First1y,theyusua11ydosomeresearchesorsurveysonthosestrategiccustomersbygettingtheirspecificperspectiveontheSo