Looking beyond the runway: Airlines innovating with best practices while facing realities

Looking Beyond the Runway: Airlines Innovating with Best Practices while Facing Realities

Volumn , Issue , 2010, Pages 1-269

  Taneja, Nawal K ^a,b  

^a OHIO STATE UNIVERSITY   (United States)

^b MASSACHUSETTS INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

[No Author keywords available]

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EID: 84900182277     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Book

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98. Dougherty, Dave, and Ajay Murthy, "What Service Customers Really Want," Harvard Business Review, September 2009, p. 22.
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100. DiJulius, John R. III, What's the Secret? To Providing a World-Class Customer Experience (Hoboken, NJ: John Wiley, 2008), p. 50.
101. Griffin, Jill, Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World (San Francisco, CA: JosseyBass, 2009), p. 202.
102. Michelli, Joseph A., The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company (NY: McGraw-Hill, 2008), pp. 171-2.
103. Schmitt, Bernd H., Customer Experience Management: A revolutionary approach to connecting with your customers (Hoboken, NJ: John Wiley, 2003), p. 161.
104. Selden, Larry, and Geoffrey Colvin, Angel Customers & Demon Customers: Discover Which Is Which and Turbo-Charge Your Stock (New York, NY: Penguin Group, 2003), p. 180.
105. Ballantyne, Tom, "Air NZ Takes on Recession Head-to-head," Orient Aviation, Vol. 16, No. 4, May 2009, p. 19.
106. Hyken, Shep, The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists (Hoboken, NJ: John Wiley, 2009), pp. 102-3.
107. Griffin, Jill, Taming the Search-and-Switch Customer: Earning Customer Loyalty in a Compulsion-to-Compare World (San Francisco, CA: Jossey Bass, 2009), pp. 192-3.
108. Beemer, C. Britt, and Robert L. Shook, The Customer Rules: The 14 Indispensable, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World (NY: McGraw-Hill, 2008) and Sharp, Isadore, Four Seasons: The Story of a Business Philosophy (NY: Portfolio, 2009).
109. Mount, Ian, "JetBlue Founder's Revenge: A New Airline," CNNMoney. com, March 20, 2009.
110. Heskett, James L., Jones, Thomas O., Loveman, Gary W., Sasser, W. Earl Jr., and Leonard A. Schlesinger, "Putting the Service-Profit Chain to Work," Harvard Business Review, July-August 2008, pp. 126-7.
111. Neuborne, Ellen, "The Latest on Loyalty," ANA Advertiser, April 2009, pp. 40-43.
112. Hyde, Paul, and Barbara Bacci Mirque, "Jim Garrity: Gold-Standard Customer Experience," in CMO Thought Leaders: The Rise of the Strategic Marketer (Edited by Geoffrey Precourt and Published by Booz Allen Hamilton, 2007), p. 143.
113. Perman, Stacy, In-N-Out Burger: A Behind-the-Counter Look at the Fast Food Chain that Breaks All the Rules (NY: Collins Business, 2009).
114. Hawn, Carleen, "The In-N-Out Burger," Fast Company.com, December 19, 2007.
115. Tisch, Jonathan M., with Karl Weber, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience (Hoboken, NJ: John Wiley, 2007), p. 28.
116. Zappos corporate website: www.zappos.com (http://about.zappos.com/meet-our-monkeys/tony-hsieh-ceo)
117. McGregor, Jena, "When Service Means Survival," BusinessWeek, March 2, 2009, pp. 29, 32-3.
118. Zappos corporate website: www.zappos.com (http://about.zappos.com/our-unique-culture/zappos-core-values/create-fun-and-little-weirdness)
119. McGregor, Jena, "Zappos' Secret: It's an Open Book," BusinessWeek, March 23 & 30, 2009, p. 62
120. Hyken, Shep, The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists (Hoboken, NJ: John Wiley, 2009), pp. 68-9.
121. Zappos corporate website: www.zappos.com (http://zeta.zappos.com/ViewProduct.action?productId=7496010&colorId=1)
122. Online edition of The New York Times, 23 July 2009.
123. Stoller, Gary, "Hotel Service Improves Despite Cost Cuts," USA Today, July 29, 2009, p. 3B.
124. Material in this section is based upon the following sources: Estrin, Judy, Closing the Innovation Gap (NY: McGraw-Hill, 2009);
125. Kelley, Tom, The Ten Faces of Innovation (New York, NY: Doubleday, 2005);
126. Skarzynski, Peter, and Rowan Gibson, Innovation to the Core (Boston, MA: Harvard Business School Press, 2008).
127. Patnaik, Dev, with Peter Mortensen, Wired to Care: How Companies Prosper When They Create Widespread Empathy (Upper Saddle River, NJ: FT Press, 2009).
128. Snyder, Nancy Tennant and Deborah L. Duarte, Unleashing Innovation: How Whirlpool Transformed an Industry (San Francisco, CA: Jossey-Bass, 2008).
129. O'Brian, Jeffrey M., "Amazon's Next Revolution," Fortune, June 8, 2009, pp. 68-76.
130. Rigby, Darrell, Gruver, Kara, and James Allen, "Innovation in Turbulent Times," Harvard Business Review, June 2009, pp. 79-86.
131. Larreche, J.C., The Momentum Effect: How to Ignite Exceptional Growth (Upper Saddle River, NJ: Wharton School Publishing, 2008), p. 52.
132. Johnson, Mark W., Christensen, Clayton M., and Henning Kagermann, "Reinventing Your Business Model," Harvard Business Review, December 2008.
133. Anderson, Chris, "Free! Why $0.00 is the Future of Business," Wired, February 25, 2008.
134. Jarvis, Jeff, What Would Google Do? (New York, NY: HarperCollins, 2009), pp. 78-9.
135. Edery, David, and Ethan Mollick, Changing the Game: How Video Games Are Transforming the Future of Business (Upper Saddle River, NJ: FT Press, 2009).
136. Finkelstein, Sydney, Harvey, Charles, and Thomas Lawton, Breakout Strategy: Meeting the Challenge of Double-Digit Growth (NY: McGraw-Hill, 2007), pp. 220-222.
137. Tischler, Linda, "Join the Circus," Fast Company.com, July 2005, Issue 96.
138. Sheahan, Peter, FL!P: How to Turn Everything You Know on its Head-and Succeed Beyond Your Wildest Imaginings (New York, NY: HarperCollins, 2007), p. 154.
139. Babinski, Tony, and Kristian Manchester, Cirque du Soleil: 20 Years Under the Sun (New York, NY: Abrams, 2004), p. 267.
140. Tischler, Linda, "Join the Circus," Fast Company.com, July 2005, Issue 96.
141. Finkelstein, Sydney, Harvey, Charles, and Thomas Lawton, Breakout Strategy: Meeting the Challenge of Double-Digit Growth (New York, NY: McGraw-Hill, 2007), pp. 222-247.
142. Kim, W. Chan, and Renee Mauborgne, Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant (Boston, MA: Harvard Business School Press, 2005), pp. 12-4 and 40-2.
143. Finkelstein, Harvey, and Lawton, pp. 247-320.
144. Mahindra Corporate Website: http://www.mahindra.com/OurGroup/Overview.html
145. Stewart, Thomas, and Anand Raman, "Finding a Higher Gear," Harvard Business Review, July-August 2008, pp. 68-76.
146. Merrifield, Ric, Re-th!nk: A Business Manifesto for Cutting Costs and Boosting Innovation (Upper Saddle River, NJ: FT Press, 2009), p. 187.
147. Taneja, Nawal K., Flying Ahead of the Airplane (Aldershot, UK: Ashgate, 2008), p. 139.
148. "The 25 Most Innovative Companies," BusinessWeek, April 20, 2009, pp. 46-7.
149. Anthony, Scott D., Johnson, Mark W., Sinfield, Joseph V., and Elizabeth J. Altman, The Innovator's Guide to Growth (Boston, MA: Harvard Business Press, 2008), p. 80.
150. Girard, Bernard, The Google Way (San Francisco, CA: No Starch Press, 2009), p. 64.
151. Material for the Zipcar case study was derived from the following sources: Champy, Jim, Inspire! Why Customers Come Back (Upper Saddle River, NJ: FT Press, 2009); http://jalopnik.com/5283415/control-zipcar-from-your-iphone;
152. Material for Daimler's car2go was derived from the following sources: http://www.businessweek.com/globalbiz/blog/europeinsight/ archives/2008/10/daimler_tests_c.html; http://www.car2go.com/portal /page/about/about.faces; http://www.smartcarofamerica.com/green_ smart_cars/smart_car2go_in_texas_/; http://www.wired.com/autopia /2009/03/mercedes-car2go/.
153. Peter, Jim, "Ten Technology Advances that Will Change Air Travel," A New Frontiers Paper, SITA, 2009.
154. Markides, Constantinos, Game-Changing Strategies (San Francisco, CA: Jossey-Bass, 2008), p. 178.
155. Steiner, Christopher, $20 Per Gallon: How the Inevitable Rise in the Price of Gasoline Will Change Our Lives for the Better (New York, NY: Grand Central Publishing, 2009).
156. Rosenberger, Larry, and John Nash, The Deciding Factor: The Power of Analytics to Make Every Decision a Winner (San Francisco, CA: Jossey Bass, 2009).
157. King, Rachael, "Business Intelligence Software's Time is Now," BusinessWeek (online), March 2, 2009.
158. Welch, David, "The Leaner Baby Boomer Economy," BusinessWeek (online), July 23, 2009.
159. Colvin, Geoff, The Upside of the Downturn: Ten Management Strategies to Prevail in the Recession and Thrive in the Aftermath (New York, NY: Penguin Group, 2009), p. 29.
160. Tobey, Bill, "The Dots: Driving Analytics to Front-line Operational Decisions Improves Bottom-line Results," Teradata Magazine, September 2009, pp. 34-39.
161. Bayer, Judy, and Edouard Servan-Schreiber, "Circle of Friends: Social Network Analysis Helps Telcos Better Understand Customers," Teradata Magazine, March 2009, pp. 18-9.
162. Hugos, Michael H., Business Agility: Sustainable Prosperity in a Relentlessly Competitive World (Hoboken, NJ: John Wiley, 2009).
163. st Century Leader (San Francisco, CA: Jossey-Bass, 2009).
164. Weill, Peter, and Jeanne W. Ross, IT Savvy: What Top Executives Must Know to Go from Pain to Gain (Boston, MA: Harvard Business Press, 2009).
165. Hugos, Michael H., Business Agility: Sustainable Prosperity in a Relentlessly Competitive World (Hoboken, NJ: John Wiley, 2009).
166. For more on Whole Foods, see case study in previous book in the series: Taneja, Nawal K., Flying Ahead of the Airplane (Aldershot, UK: Ashgate, 2008), pp. 218-222.
167. Furtwengler, Dale, Pricing for Profit: How to Command Higher Prices for your Products and Services (New York, NY: Amacom, 2010), pp. 56-7 and pp. 102-3.
168. Mohammed, Rafi, The Art of Pricing (New York, NY: Crown Publishing, 2005), pp. 170-1.
169. Gourville, John, and Dilip Soman, "Pricing and the Psychology of Consumption," Harvard Business Review on Pricing (Boston, MA: Harvard Business School Publishing, 2008), pp. 27-43.
170. Berry, Leonard L., "The Old Pillars of New Retailing," Harvard Business Review on Retailing and Merchandising (Boston, MA: Harvard Business School Publishing, 2009), pp. 1-18.
171. World Economic Forum, The Global Competitiveness Report, 2008-9, p. 9.
172. Harteveldt, Henry, Forrester Research, Presentation at the OSU International Airline Conference, Las Vegas, April 2009.
173. Mahajan, Vijay, Africa Rising: How 900 Million African Consumers Offer More than You Think (Upper Saddle River, NJ: Wharton School Publishing, 2009), p. 38.
174. Marber, Peter, Seeing the Elephant: Understanding Globalization from Trunk to Tail (Hoboken, NJ: John Wiley, 2009), p. 9.
175. Aglionby, John, "Economists Split on Jakarta's Komodo Power," Financial Times, September 10, 2009, p. 5.
176. World Economic Forum, The Global Competitiveness Report, 2008-9.
177. http://www.state.gov/r/pa/ei/bgn/1981.htm, pp. 1-2.
178. http://www.state.gov/r/pa/ei/bgn/1981.htm, p. 6.
179. To Chile, with its savvy engineers, low wages, and government grants," BusinessWeek, August 24 & 31, 2009, p. 73.
180. Material for this section was derived from the following sources: Khanna, Parag, The Second World (NY: Random House, 2008); https://www.cia.gov/library/publications/the-world-factbook; http://www.state.gov/r/pa/ei/bgn/5309.htm; World Economic Forum
181. Material for this section was derived from the following sources: Khanna, Parag, The Second World (NY: Random House, 2008); https://www.cia.gov/library/publications/the-world-factbook; http://www.malaysia.gov.my/EN/Relevant%20Topics/IndustryInMalaysia/Business/ICT/MSC/Pages/MSC.aspx; http://www.state.gov/r/pa/ei/bgn/2777.htm; World Economic Forum, The Global Competitiveness Report, 2008-9.
182. The World Bank Group, Doing Business 2010, p. 4.
183. Ballantyne, Tom, "I Saw a Crisis Coming," An Executive Interview with Datuk Seri Idris Jala, Managing Director of Malaysia Airlines, Orient Aviation, December 2008-January 2009, pp. 24-7.
184. Sobie, Brendan, "What Slowdown?," An Interview with Dr. Temel Kotil, CEO of Turkish Airlines, Airline Business, June 2008, p. 34.
185. Source: South African government report, as reported in an article, "Time of Reckoning," by Mark Gevisser in Focus on Africa, AprilJune 2009, p. 18.
186. The Africa Report, June-July 2009, p. 12.
187. Lakaje, Mpho, "X Generation," Focus on Africa, April-June 2009, p. 21.
188. Calderisi, Robert, The Trouble with Africa (New York, NY: Palgrave MacMillan, 2006), p. 18.
189. The Africa Report, June-July 2009, p. 33.
190. "Triumphal in Tripoli," Financial Times, September 1, 2009, p. 5.
191. "The Power of Mobile Money," The Economist, September 26, 2009, p. 13.
192. "ICT: The Critical Success Factor in Creating Competitive Advantage Through Knowledge," in This is Africa: A Global Perspective, June 2009, pp. 14-5.
193. "Beyond the Silk Route," a Special Report in This is Africa: A Global Perspective, FT Business, July 2009, p. 7.
194. Abkowitz, Alyssa, "China Buys the World," A Special Report on China in Fortune, October 26, 2009, p. 95.
195. Norbrook, Nicholas, and Frank Chikowore, "Bring in the EarthMovers," The Africa Report, No. 18, August-September 2009, p. 42.
196. Misser, François, "Jatropha: Oil from the soil,"The Africa Report, June-July 2009, pp. 93.
197. http://www.state.gov/r/pa/ei/bgn/5439.htm
198. "Widescreen Appeal," Focus on Africa, April-June 2009, pp. 58.
199. Jopson, Barney, "Kenya and Beijing in Talks to Build Port and Transport Corridor," Financial Times, October 15, 2009, p. 1.
200. Thurow, Roger and Scott Kilman, Enough: Why the World's Poorest Starve in an Age of Plenty (NY: Perseus Books, 2009), front and back jacket flaps.
201. Schwab, Klaus, "Improving African Competitiveness," This is a Special Report in This is Africa: A Global Perspective, FT Business, July 2009, p. 3.
202. "A Commitment to Development," a Special Report in This is Africa: A Global Perspective, FT Business, July 2009, pp. 12-3.
203. Nunes, Sharon, Vice President of Big Green Innovations at IBM, in "Using Technology to Transform the Water Market," in This is Africa: A Global Perspective, June 2009, p. 57.
204. Material for Africa also based upon the following sources: Calderisi, Robert, The Trouble with Africa (New York, NY: Palgrave MacMillan, 2006); Khanna, Parag, The Second World (NY: Random House, 2008); Maathai, Wangari, The Challenge For Africa (New York, NY: Pantheon Books, 2009); Mahajan, Vijay, Africa Rising: How 900 Million African Consumers Offer More Than You Think (Upper Saddle River, NJ: Wharton School Publishing, 2009); http://www.state.gov/r/pa/ei/bgn/5431.htm
205. Green, Matthew, "Downturn Hastens Nigeria's 'Brain Gain'," Financial Times, August 21, 2009, p. 4.
206. Moores, Victoria, "Fighting Spirit," Airline Business, April 2009, p. 36.
207. Haruna, Waziri, "Is Nigeria Well on its Way to Being a Failed State?...No," Focus on Africa, July-September 2009, p. 33.
208. "Change for Good," Airport World, June-July 2009, Volume 14, Issue 3, pp. 19-20.
209. Green, Matthew, "The Making of a Megacity," Financial Times, 9 August, 2009, Arts and Leisure section, p. 1.
210. Material for Latin America based upon the following sources: Goodwin, Paul B., Latin America (New York, NY: McGraw-Hill, 2009) and Khanna, Parag, The Second World (NY: Random House, 2008).
211. According to Transparency International's 2005 "Corruption Perceptions Index."
212. van Agtmael, Antoine, The Emerging Markets Century: How a New Breed of World-Class Companies Is Overtaking the World (NY: Free Press, 2007), pp. 42-4.
213. "Latin American Aviation: Can Avianca Set the Synergy Flowing?'" Centre for Asia Pacific Aviation, 14 September 2009.
214. Smith, Geri, "Brazil's Coming Rebound," BusinessWeek, August 17, 2009, p. 42.
215. Müller, C., and Santana, E.S.M., "Analysis of Flight-operating Costs and Delays: The São Paulo Terminal Maneuvering Area," Journal of Air Transport Management, Volume 14, Issue 6, November 2008, pp. 293-6.
216. Lima da Silva, Jefferson, "Azul: David Neeleman's New Blue Mission," Airliners, May/June 2009, p. 35.
217. Jana, Reena, "South America's New IT Hub: U.S. Tech Companies are Flocking to Chile, with its Savvy Engineers, Low Wages, and Government Grants," BusinessWeek, August 24 and 31, 2009, p. 73.
218. Associación Latinoamericana de Transporte Aéreo, Anuario 2008 Yearbook, p. 16.
219. Peters, Jim, "Ten Technology Advances that Will Change Air Travel," A New Frontiers Paper, SITA, 2009.
220. Flottau, Jens, and Bradley Perrett, "Calling Tokyo: Japan Airlines Seeks a Foreign Strategic Investor-and not Necessarily from Oneworld," Aviation Week & Space Technology, September 21, 2009, pp. 34-5.
221. Ballantyne, Tom, "Boom Time for Budget Carriers," Orient Aviation, September 2009, p. 16.
222. Tudor, Geoffrey, "ANA Posing Threat to JAL," Orient Aviation, September 2009, p. 36.
223. "South African Airways and Africa's Airlines: Outlook Bleak for SAA, " Centre for Asia Pacific Aviation, 27 August 2009.
224. The Airline Monitor, July 2009, pp. 32-40.
225. "Low Cost Airlines: The World has Changed," Centre for Asia Pacific Aviation, September 2009.
226. Caron, Sarah, "14 Big Businesses That Started on a Recession," Inside CRM, November 11, 2008. http:/www.insidecrm.com/features/businesses-started-slump-111108/
227. "Music to Their Ears," Fortune, November 23, 2009, p. 106.