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Service Company Analysis: Southwest Airlines

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Service Company Analysis: Southwest Airlines
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Paper Abstract

A 15 page paper. What differentiates Southwest Airlines from others in a very competitive industry? Service. This paper discusses quality of service and how Southwest seems to do the impossible – have very few complaints logged against them. The writer provides a brief background of Southwest including the many awards they have won, discusses employees and labor-management relations, and customer satisfaction. Quality gap, measuring quality, dimensions of quality and employees' role in service quality are discussed. Bibliography lists 17 sources.

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