hnd大综合2.doc

..C ontent Page S ummary ……………………………………………………………………………...1 I ntroduction ……………………………………………………………………….…..2 M ain body S ection 1: Effects of Customer Care Strategy of Southwest Airlines Introduction to activities of Customer Care Strategy …………………………….…....3 Effects of the Customer care ………..…..…..…………………………..………....4 S ection 2:A ssessment of the implications of the above effects Assessment of the effect to customer satisfaction ……………………………........7 Assessment of the effect to employee satisfaction …………………………....…...8 Assessment of the effect to brand image …...…………......…………...……...…...8 Assessment of the effect to turnovers and revenue ………………………………..9 S ection 3: Conclusion &mendation Conclusion ……………………………………………………………………….10 mendation …………………...…………………………………………….12 C onclusion …………………………………………………………………………...13 R eference ………………………………………………………………………….....14 A ppendix ………………………………………………………………………..…...15 DN83 35: Business: Group Award Graded Unit 2 1 Summary Southwest Airlines Co is an American low-cost airline and the world's largest low-cost carrier. It is the largest airline in the world by number of passengers carried per year and maintains the fifth-largest passenger fleet of aircraft among allof the world'mercial airlines. Southwest's essful business model involves flying multiple short, quick trips into the secondary airports of major markets , and this can meet most customers ’ need of more efficient and less costly. The issue is discussed the Customer care strategy of Southwest Airlines. Customer Care Strategy of Southwest Airlines Co is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, pany Spirit. Southwest Airlines mitted to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Above all, Employees will be provided the same concern, respect, and caring attitude within anization that they are expected to s