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High flyer

High flyer Discusses the turnaround in the fortunes of Alaska Airlines Inc. the Seattlebased company which nearly 20 years ago was almost bankrupt and carrying a reputation for unreliability and poor service, and which today is the recipient of the Airline of the Year Award. Outlines the customer care programme of the company, concentrating on three training programmes introduced in recent years Inflight Customer Service Skills ICCS for flight attendants Reservation Selling Skills for reservation agents and Customer Service Skills for customer service personnel. Details the Idea for Excellence programme, which is designed to encourage suggestions from employees. Reviews plans for expansion and explores the catering side of the business which continues to put Alaska Airlines ahead of its competitors in excellence. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529210029254
Publisher site
See Article on Publisher Site

Abstract

Discusses the turnaround in the fortunes of Alaska Airlines Inc. the Seattlebased company which nearly 20 years ago was almost bankrupt and carrying a reputation for unreliability and poor service, and which today is the recipient of the Airline of the Year Award. Outlines the customer care programme of the company, concentrating on three training programmes introduced in recent years Inflight Customer Service Skills ICCS for flight attendants Reservation Selling Skills for reservation agents and Customer Service Skills for customer service personnel. Details the Idea for Excellence programme, which is designed to encourage suggestions from employees. Reviews plans for expansion and explores the catering side of the business which continues to put Alaska Airlines ahead of its competitors in excellence.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 1, 1992

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