Marketing Individual Assignment 4: Questions: on Etihad Airways

Modern airline travel has become so commonplace that it is very similar to the crowded train system of the 1920s and 1930s. In the highly competitive airline industry, while not the largest company, the company that seems to glean the most press for providing innovative solutions and customer service is

The service sector is “the section of the economy that involves providing intangible services” (Conley, 2015, p. 554). Some examples of intangible services is restaurant work, teaching, or nursing. Intangible services are something that cannot be touched or felt, but there can be tangible proof of the actual service. An example of intangible service with tangible proof would be a teacher who teaches children, but there is proof of the education in the test scores.

This course focuses on services management in general and service operations in particular. It explores the elements that unite services, that differentiate service processes from non-service processes and that differentiate various types of services from each other. Customers generally participate in the service process, often with direct and uncensored interactions with employees and facilities. The resulting

The service experience includes four different aspects that must be understood before analyzing the experience: services setting, the service workers, the service customers, and the service process. The service setting is where the action or service performance unfolds (Fisk et al, 2014, p. 26). The setting can also be what the customer is unable to see (backstage). The service workers are those who work together to create the service for the customers including the seen and unseen. The service customers are the person, group, or organization receiving the service. Finally, the service process is the series of events during the service received (Fisk et al, 2014, p. 26).

The service experience includes four different aspects that must be understood before analyzing the experience: services setting, the service workers, the service customers, and the service process. The

In the manufacturing company of Wrangler Jeans (manufacturing environment), the output is better described as goods. These goods have a tangible sense to them. These goods to a consumer can be felt, seen, touched and manipulated as desired. However, with the services environment consumers are more of an intangible product offered. Plainly put these explanations give us the distinct difference between these two environments with regards to how the consumer is able to see these products. As an example with these companies Wrangler Jeans manufacturers pants that are worn by a consumer, whereas Verizon provides services for consumers including television and cell service.

Among many organizations there are few that seem to have what it takes to be deemed as a proper company. The organization to be discussed in this paper is Southwest Airlines, one that values customer satisfaction in a changing environment and manages its organizational culture so well that it is recognized as one of the best airlines in the world. Through analysis of Southwest Airlines, the goal of this paper is to address what makes this airline so different from its competitors in multiple key areas including its culture and environment, the mission and values it holds, the work setting employees have and how they are recognized, and the management of work and life all while being creative daily to ensure Southwest is the preferred airline among others.

Southwest Airlines is a very aggressive company striving to increase its competitive advantage in the market without compromising the core values that have been set to differentiate itself from its competitors. It’s only by keeping the values of working hard, having fun, and treating everyone with respect that Southwest Airlines and its affiliates will continue to be an award winning organization. Southwest Airlines has been known to create a synergy between the multitude of personalities and behaviors which make up its workforce. Southwest has benefited from its successes by being able to acquire other

The culture has been attributed to many of their successes. The airline has won many awards and accolades throughout their existence. Some were given to them and some were awarded by them for them. The department of transportation publishes statistics based on certain categories during the year in relation to air carriers. These statistics include on-time performance, baggage handling and customer complaints.

In an airline industry, customers form the core of the organisation and this is achieved by the level of customer satisfaction by voting for the airline. This expresses confidence in the airline. The airline to meet its customers expectations needs to ensure the following is adhered to:

1. How has Emirates been able to build a strong brand in the competitive airlines industry worldwide?

What challenges did David Neeleman and his executive team face in managing the customer experience as the airline grew rapidly? How did they respond to those challenges?

He has over 20 years of extensive experience in the investment industry (Adae.ae,n.d.). His main aim is to accomplish shareholders’ expectations and ensure that the company achieves its financial goals. H.E. Al Romaithi is also currently a board member of several institutions, one of which is the Etihad Aviation Group, and he is a member of several other committees including the Abu Dhabi Investment Council, Etihad Airways since 2016, and ADNOC, giving him a thorough understanding of finance and corporate governance.He is an external board of director in Etihad Airways.H.E. Al Romaithi holds a Bachelor’s Degree in Business Administration from The University of Denver, USA. He is also a certified Chartered Financial Analyst (CFA).

The major differences between goods and services in operations management are their goods, inventory, customers, labor and location. One major difference in the tangibility of their output. For example, a service firm would entail consultancy, training or maintenance, this is an intangible product. These services are not tangible object, but still provide a “product” for the customer. A good would be a tangible for the consumer. A company manufactures a certain product and the consumer is able to physically receive it. For example, A manufacturer such as Coke, Nestle, Honda and BMW. Another difference between a service and goods is their inventory. Service forms do not hold inventory, they provide a service when their customers ' need it. Manufacturers produce goods which creates an inventory. Inventory levels are created through supply and demand. A lot of companies only have a certain level of inventory in order to utilize their “space”. In addition a major difference between goods and services is their customer relationship. There is a high customer contact in the service industry. The service industry caters to their clients; meaning they adjust their service to the needs of the customer. For example, a consulting firm may only need to do four hours of work with a certain customer and twelve hours with another. In manufacturing goods there is low customer contact. Manufactures can produce their customers goods without having them submit an order, because they can

Other core strategy is flying to win customer and by observing and studying the non-financial aspect during the implementation of BTP1, they succeed in maintaining the customers’ value. This resulted in MAS receiving 11 non financial-awards during this phase including 5-Star Airline Award, 2006 and 2007 from Skytrax, Best Airline to Asia, 2006, Travel Weekly Globe Award and numerous cabin service awards from Skytrax, Readers Digest