Tag Archives: service industry

BOOK REVIEW: “From Worst to First” By Gordon Bethune (1999)

From-Worst-to-First-by-Gordon-Bethune

The turnaround of continental airlines in the 1980’s is one of the most remarkable stories of the corporate world. The company was set up in 1934 and for decades had been known for quality of its service and the stability and caring of its governance structure. Indeed the CEO Bob Six had actually been CEO of the company from 1936 till 1981. The deregulation of the airline industry by the Carter administration changed all that. Suddenly, Airline companies became caught in a dog fight for market share. In an industry that saw its profits plummeting due to the increase of oil prices and also the lack of barriers to entry in the industry. By the time Gordon Bethune took over in 1994, the company had gone bankrupt already and had gone through 10 leaders in 10 years and looked, to all intents and purposes to be totally doomed. Continue reading

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Filed under Airlines, Book Review, Corporate culture, Corporate strategy, Service Industry

Airlines, the service industry and saying “Please”

An article about boarding passengers at airports highlights the difficulty in working in the service industry. However as annoying as customers can be, we still have to say “Please” to them. Continue reading

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Filed under Airlines, Business, Higher Education, Management, Research, Service Industry, Strategy, Technology