On January 20, 2010, the New York Times and all major Japanese papers reported the bankruptcy filing of JAL (Japan Airlines). The crane that once symbolized Japan’s powerful national airline is no more. Not even privatization could help an airline run into the ground by arrogance and incompetence. But this is actually old news—everyone knew … Continued
Nancy Dodd, MPW, MFA, is editor of the Graziadio Business Report and an adjunct professor of screenwriting. Customer service has been on my mind lately, or I should say a lack thereof. Business executives budget fortunes to figure out how to attract customers while the customers they lose out the front door go unnoticed. It … Continued
This is a guest post by Richard M. McCabe, PhD, supporting faculty in Strategy at the Graziadio School of Business and Management, Pepperdine University A recent Air Travel Consumer Report (February 2008) describes the continuing decline in service experienced by airline passengers in the United States. More than 24 percent of scheduled flights by U.S. … Continued