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American Airlines

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C/M/1744. The 2008 grounding of American Airline: affect on marketing, PR and company image

WORDS:: 3100
DATE:: 2010
PRICE:: 39.99 GBP

This paper focuses on American Airlines, aiming to examine the impact that the grounding of their aircrafts had on the public relations (PR) and image of the company in 2008. The groundings had to take place due to aircrafts that may not have compiled with the federal aviation administration (FAA) rules. The paper begins by providing the background to the case study. The paper then uses the five C analysis to examine the PR situation of the company, which focuses on company, collaborators, customers, competitors, and the climate. The paper then discusses the PR and marketing responses that American Airlines took to resolve the situation.

KEYWORDS: American Airlines, groundings, Public relations, PR, company image, Marketing, federal aviation administration, FAA, Five C analysis, company, collaborators, customers, competitors, climate!,

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C/B/1746. Success and failure in IS implementation at American Airlines and Qantas

WORDS:: 3300
DATE:: 2009
PRICE:: 39.99 GBP

The paper examines two projects related to the implementation of information systems (IS), i.e. the CONFIRM project implemented by American Airlines that ended up in failure, and an IS project of Qantas Airlines that was a success and provided the company with strategic advantage.

KEYWORDS: Information systems, IS, CONFIRM, Qantas, American Airlines,

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C/M/1035. Dissertation. Customer service in American Airlines

WORDS:: 7700
DATE:: 2009
PRICE:: 79.99 GBP

The dissertation investigates the issues of customer service (CS) within American Airlines (AA). The literature review touches on the theory of customer service highlighting the importance of CS for service providers, the strategic role of CC in companies' development, the challenges of the airline industry related to CS, etc. Qualitative research is conducted on the basis of secondary and primary data obtained via focus groups and in-depth interviews. Conclusions are made about the causes of AA problems and underperformance. Recommendations for the management of the airline are suggested with regard to CS.

KEYWORDS: Dissertation, customer service, American Airlines,

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