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Increase Customer Retention - Research Paper Example

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Overview of SWA Industry: Throughout the world, air travel is considered to be one of the largest industries; this industry is growing every year. The industry facilitates world trade, tourism, international investment, economic growth…
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Increase Customer Retention
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Download file to see previous pages Type of business: The airline is considered to be the tertiary industry that offers its services to all the people, directly or indirectly. When tourism is promoted in the country, it is the airlines that improves the economy and in turn affect every member of the society (Southwest, 2011). Form the airlines industry, the paper discusses Southwest airlines in detail. Size: The total number of employees in the southwest airline is about 3500. In the year 2010, their net income was $ 459 million. Moreover, excluding the special items, their net income turns out as $550 million. Throughout the year on the airline, a total of 88 million people have travelled. The statistics report of 2010 shows that their operating revenue of the year 2010 was $12.1 billion (Southwest, 2011). Service provided: Southwest airline is considered as the United States’ most successful high frequency, low fare, and point to point carrier. Every day they offer more than 34000 flights coast to coast. This makes it one of the largest domestic passenger airlines of the states (Southwest, 2011). Market served: Southwest airline is the domestic airline; it flies to 37 states; 72 cities. They serve these cities by using 548 Boeing and 737 jets (Southwest, 2011). ...
To achieve this goal they have divided this objective into a number of fundamental objectives. They want to provide their customers with safe, low price transportation with maximum convenience. Overall HR strategy: The HR strategy of the company is “recognizing that our people are the competitive advantage, we deliver the resources and services to prepare our people to be winners, to support the growth and profitability of the company, while preserving the values and special culture of Southwest Airlines” (Buller, 2006). Being a great place to work, the airlines is selective in hiring and looks out for the best employees that can satisfy the needs and wants of the company as well as the customers. Key strategies: The key strategy of the company includes being cost effective, so that they can capture greater number of customers. They are also specialized in short-haul flights to their customers. They tend to give their customers the best services in return of the price they pay. This strategy is considered to be their core strategy (Southwest Airlines, 2011). Relevant Transfer of Training Theories Transfer of training is designed for the training procedures used on the job. It has three stages; positive, negative and zero transfer. Here the positive transfer is considered when improvement in the job is seen and the zero shows no effect on the job performance, whereas the negative transfer refers to the training that hinders efficient job performance. The strategy of the Southwest’s business starts with its workforce. They carefully select their workforce and train them so that they can reflect the image of the company. They start with hiring ...Download file to see next pagesRead More
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