Posted by & filed under Part 4: Marketing Management.

Description: OK, boys and girls, it’s time for oxymoron 101: Airline food, Customer service,
Ontime performance. You get the drill. And yet, as bad as air travel can seem sometimes (and it IS bad sometimes) there are some airlines that continue to win our loyalty, our trust, and our goodwill.

Source:  BNET.com

Date: 12/03/2010

Link: http://www.bnet.com/blog/travel-detective/zagat-is-right-southwest-is-all-we-look-for-in-an-airline-now/186?tag=mantle_skin;content

Questions for discussion:

  • What are the basic arguments presented by this reporter?
  • Do you agree with his assessment and analysis of the research findings?

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