Customer Service at JetBlue Airways

Paper Summary:

This paper examines how regional airline carriers can gain a competitive edge by providing quality customer service with a smile and how JetBlue Airways is evidence of this in action. In order to determine what JetBlue is doing right and what others are doing wrong in terms of the relationship between the company's crew members and its customers, and how these serves add value for the company, this paper provides an analysis of the case study, "JetBlue Airways - Adding Value." It also includes a critical review of the relevant peer-reviewed literature concerning this carrier and its customer service approach. A summary of the research and important findings are presented in the conclusion.

Outline:
Review and Discussion
Conclusion

From the Paper:

"Even though words do in fact have power, it is probably impossible to force employees to be friendly and courteous to others, but it is possible to inculcate a corporate culture that encourages and rewards a friendly attitude towards internal and external customers, and this is precisely what JetBlue did to help accomplish the above-stated goal. "JetBlue has created a strong and vibrant service-oriented company culture. The company reinforces this culture by explaining to its employees the importance of customer service and the need to remain productive and keep costs down (Bodouva & Bodouva, 2004, p. 317). Indeed, JetBlue makes it clear to their employees that being courteous to each other as well as the company's customers is one of the reasons they have a job in the first place. "

Sample of Sources Used:

• Ashby, M. D., & Miles, S. A. (2002). Leaders talk leadership: Top executives speak their minds. New York: Oxford University Press.
• Couldry, N., & Mccarthy, A. (2004). Mediaspace: Place, scale, and culture in a media age. New York: Routledge.
• De Neufville, R. (2006). Planning airport access in an era of low-cost airlines. Journal of the American Planning Association, 72(3), 347.
• De Pelsmacker, P., & Kitchen, P. J. (2004). Integrated marketing communications: A primer. New York: Routledge.
• Doganis, R. (2001). The airline business in the twenty-first century. London: Routledge.

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• Analytical Essay # 139462 : "Improving Customer Service at a Bank"
• Term Paper # 133370 : "Customer Service at the GAP"

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