Tuesday, May 31, 2011

Customer-centric snapshot of American Airlines [4 of 4]

References


4lowfare. (2009, ). (e-commerce site) (e-commerce ). Retrieved from 4lowfare: http://www.4lowfare.com/

AKS-Labs. (2000-2011). Hotel and Inn Management Balanced Scorecard Metrics Template (Corporate Website). Retrieved from Balanced Scorecard Designer: http://www.strategy2act.com/solutions/hotel_management_excel.htm

AirIndia . (2011). (e-commerce site) (e-commerce). Retrieved from AirIndia : http://home.airindia.in/SBCMS/WebPages/Home.aspx

AirSafe.com, LLC. (2011). Fatal Boeing 737 Plane Crashes (reference). Retrieved from AirSafe.com: http://www.airsafe.com/events/models/b737.htm

AirTran Airways. (2009). AirTran Airways Nets Partnership with Kari Lehtonen (Press Release). Retrieved from AirTran Airways: http://pressroom.airtran.com/phoenix.zhtml?c=201565&p=irol-newsArticle&ID=946129&highlight=

Airline Safety Records.com. (2009). One Year Average from January 1, 2008 to January 1, 2009 (reference). Retrieved from Airline Safety Records.com: http://www.airline-safety-records.com/airline_safety_one_year_table.htm

American Airlines Post 9-11 Ad Campaign (Part 1). (2010, ). American Airlines Post 9-11 Ad Campaign (Part 1) [Video file]. Retrieved from http://www.youtube.com/watch?v=V64IMaou8lU

American Airlines Post 9-11 Ad Campaign (Part 2). (2010, ). American Airlines Post 9-11 Ad Campaign (Part 2) [Video file]. Retrieved from http://www.youtube.com/watch?v=jzDOa6HEGYI&feature=related

American Airlines commercial ’Putting Them First’. (2010, ). ’Putting Them First’ [Video file]. Retrieved from http://www.youtube.com/watch?v=x6iAMiJUu5g

American Airlines commercial ’Thank You’ . (2010, ). ’Thank You’ [Video file]. Retrieved from http://www.youtube.com/watch?v=-peCyr5ALJU

American Airlines commercials ’Win-Win’ & ’Late Nate’. (2010, ). American Airlines commercial ’Win-Win’ & ’Late Nate’ [Video file]. Retrieved from http://www.youtube.com/watch?v=M5ARsRUUnUU&feature=autoplay&list=PLA67E3FBC26F6480D&index=54&playnext=2; and http://www.youtube.com/watch?v=HIinwOGQwN0

American Airlines. (2009). AMR Global Corporate Responsibility Statement. Retrieved March 4, 2011, from https://www.aa.com/i18n/aboutUs/corporateResponsibility/ourApproach/2009-highlights.jsp

American Airlines. (2011). (Social Media sites) (leveraged relationship marketing). Retrieved from Facebook, Twitter, YouTube & Android Market: http://www.facebook.com/aa; http://twitter.com/americanair; http://www.youtube.com/americanairlines; http://market.android.com/

American Airlines. (2011). Corporate Structure (reference). Retrieved from American Airlines Corporate Structure: http://www.aa.com/i18n/amrcorp/corporateInformation/facts/structure.jsp

American Airlines. (2011). Welcome to AA.com’s online press guide, your American Airlines and AA.com resource for marketing information (Press Guide ). Retrieved from Press Guide & Ad Campaign’s: http://www.aa.com/i18nForward.do?p=/aboutUs/pressGuide/pressGuide.jsp&v_locale=en_US&v_mobileUAFlag=AA; http://www.whyyoufly.com/whyyoufly.jsp; and http://www.aa.com/i18n/amrcorp/newsroom/advertising.jsp

American Airlines. (n.d.). (home page). Retrieved March 4, 2011, from http://www.aa.com/homePage.do

Annonymous, D. (2011). impromptu dialog with an American Airline Agent Supervisor/Interviewer: Frank Davis. “Marketing Operations collection”, (collection of the author).


Antidze, I. (2005). American Airlines Marketing Analysis (Corporate Marketing Analysis). Retrieved from scribd: http://www.scribd.com/doc/23988526/American-Airlines-Marketing-Analysis

Associated Press. (2011, April 11). Analysts cuts airline industry ratings, citing bottom-line pressure from rising fuel prices (article). Retrieved from CB Online: http://www.canadianbusiness.com/markets/market_news/article.jsp?content=D9MHJ67O0

Associated Press. (2011, April 5). American Airlines adding more flights in markets (article). Retrieved from Business on MSNBC.com: http://www.msnbc.msn.com/id/42437266/ns/business/

Best Ads on TV. (2011). American Airlines (reference). Retrieved from : http://www.bestadsontv.com/search.php?q=American+Airlines&category=&adtype=&client=&agency=&prodco=&country=&year=&month=&next=1

BonnĂ© , J. (2011). How to cure airlines’ ills Cost cutting alone won’tcut it for most major carriers . Aviation on msnbc.com. Retrieved from http://www.msnbc.msn.com/id/3073562/ns/business-us_business/

Business Wire. (2011, March 22). Price Satisfaction is Most Important Aspect of Overall Customer Experience for Online Air Travel Sites - Latest Research from Keynote Systems Reveals (academic). Retrieved from Proquest: http://search.proquest.com.wf2dnvr14.webfeat.org/docview/857994227/fulltext?source=fedsrch&accountid=34899

DJOglobal SALES & MARKETING CODE OF CONDUCT. (2009). In SALES & MARKETING CODE OF CONDUCT. Retrieved from http://www.google.com/url?sa=t&source=web&cd=5&sqi=2&ved=0CCkQFjAE&url=http%3A%2F%2Fwww.empi.com%2Fuploadedfiles%2Fabout_empi%2FMarketing%2520Code%2520of%2520Conduct.pdf&ei=q6PnTP7zGcT_lgeBotH1Cw&usg=AFQjCNGEi-JGnkx8Ie8gs-nWZ9rND9UJcw&sig2=9VLOTDvHY73H2R9Ugd-QtQ

Davis, F. (2011). [personal writings] [Online exclusive].

Davis, F. (2011, April 10). DavisF_M6_A2.doc; a New B2B for an Airline (white paper). Argosy University: .

Environmental Leader LLC. (2007, July 18). American Airlines Plans Green Marketing Campaign (e-zine). Retrieved from Environmental Leader.com: http://www.environmentalleader.com/2007/07/18/american-airlines-plans-green-marketing-campaign/

Fojt, M. (2006). The airline industry [electronic resource]. Strategic planning, 22(6), 53. Retrieved from http://library.argosy.edu:8191/cgi-bin/Pwebrecon.cgi?v1=2&ti=1,2&Search%5FArg=American%20Airline&Search%5FCode=FT%2A&SL=None&CNT=25&PID=OcwZFIj9_Wpf3qelvYyBDTgSqSb&SEQ=20110315203941&SID=3

Fresco, L. O. (2009). Better Biofuels. Foreign Policy, May/Jun2009 (Issue 172), 93. Retrieved from http://web.ebscohost.com/ehost/viewarticle?data=dGJyMPPp44rp2%2fdV0%2bnjisfk5Ie46bJPr6ewTLWk63nn5Kx95uXxjL6vrU6tqK5JrpavSrirsFKurJ5oy5zyit%2fk8Xnh6ueH7N%2fiVa%2brslG1prJMtKmkhN%2fk5VXj5KR84LPffuac8nnls79mpNfsVbKmr0qzr69JpNztiuvX8lXu2uRe8%2bLqbOPu8gAA&hid=107

Golub, A. L. (1997). Decision analysis: an integrated approach. Somerset, New Jersey: John Wiley & Sons Inc..

Hoover’s Company Records. (2011, March 15). AMR Corporation (reference / fact sheets). Retrieved from Hoover’s: http://search.proquest.com.wf2dnvr2.webfeat.org/docview/230551768/fulltext?source=fedsrch&accountid=34899; and http://wf2dnvr2.webfeat.org/Iev1Q11896/url=http://cobrands.hoovers.com/global/cobrands/proquest/factsheet.xhtml?ID=10021

Imber, J., & Toffler, B. (2008). (various marketing terms). In Dictionary of Marketing Terms (4th, pp. -). Hauppauge, NY: Barron’s Educational Series, Inc..

Incheon International Airport: The ultimate in comfort & convenience. (2011, Feb. 23). DominicanToday.com. Retrieved from http://www.google.com/url?sa=t&source=web&cd=2&sqi=2&ved=0CB8QFjAB&url=http%3A%2F%2Fwww.dominicantoday.com%2Fdr%2Fbusiness-and-pleasure%2F2011%2F2%2F23%2F38700%2FIncheon-International-Airport-The-ultimate-in-comfort-convenience&ei=XBNxTf7TIdGgtwe9kaCJDw&usg=AFQjCNF8ElU1HXomIN6y3SaRxvXcXv-OAA&sig2=lFff7G11DBA25ye__2DYiQ

Inglehart , R. (2009). [charts] [World Values Surveys]. Retrieved from http://www.worldvaluessurvey.org/wvs/articles/folder_published/article_base_54

J.D. Power and Associates. (2011, 8 June 2010 ). J.D. Power and Associates Reports: Airline Rankings 2010 (reflecting 2009) (reference). Retrieved from J.D. Power and Associates, The McGraw-Hill Companies, Inc.: http://businesscenter.jdpower.com/news/pressrelease.aspx?ID=2010092

Johnson, B. (2010, October 11). Why (and how) you should go after the gay dollar.. Advertising Age, 81(36), p22. doi: Accession Number:54401100

Jones, C. (2010, March 16). Airlines get ready for return of elite fliers. USA Today.

Kotler , P., & Keller, K. L. (2009). A Framework for Marketing Management, Managing Marketing in a Global Economy (4th ed.). Upper Saddle River, NJ: Prentice Hall .

Kotler, P., Rackham, N., & Krishnaswamy, S. (2006). Ending the war between sales and marketing. Harvard Business Review, 84(7/8), 68–78. Retrieved from http://web.ebscohost.com.wf2dnvr14.webfeat.org/ehost/detail?hid=7&sid=9466c0aa-56a7-4392-8747-ac4497539270%40sessionmgr10&vid=1&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bsh&AN=21124747

Kuancheng , H., & Ko-chen, C. (2011, March). A model for airline seat control considering revenue uncertainty and risk. Journal of Revenue and Pricing Management, 10, 161-171. doi: ProQuest Document ID 856737394

Kumar, V. (1999). International marketing research. [VitalSource Bookshelf]. Retrieved from ISBN 0130453862

Kumar, V., Sarang, S., & Ramaseshan, B. (2011, March, 19). Analyzing the Diffusion of Global Customer Relationship Management: A Cross-Regional Modeling Framework. (academic journal article Journal of International Marketing - ISSN: 1069031X; English AN : 58009554). Retrieved from Argosy University Online Library: http://wfxsearch.webfeat.org.wf2dnvr15.webfeat.org/cgi-bin/WebFeat.dll?Command=Search&Databases=wf_ebscoxml_bsh&wf_action=fulltext&wf_url=http%3A%2F%2Feit.ebscohost.com%2FServices%2FSearchService.asmx%2FSearch%3Fprof%3D%26pwd%3D%26authType%3Dip%26ipprof%3Deitws%26query%3DAN%2B58009554%26startrec%3D1%26numrec%3D20%26db%3Dbsh%26format%3Dfull%26sort%3DDate&ispdf=1

Lazare, L.. (2010, November 2). American Airlines launches new Hispanic ad campaign [Web log message]. Retrieved from http://blogs.suntimes.com/media/2010/11/american_airlines_launches_new.html

LittleSis. (2011). AMR Profile (reference). Retrieved from LittleSis: http://littlesis.org/org/110/AMR

LowCostAirlines.org. (na, ). (reference ). Retrieved from LowCostAirlines.org: http://www.discountairfares.com/lcostusa.htm : .

MakeMyTrip.com. (2011). (e-commerce site) (e-commerce). Retrieved from MakeMyTrip.com: http://www.makemytrip.com/

MarketingProfs LLC. (2010, January 27). Disconnects Plague Loyalty Programs (White Paper ). Retrieved from MarketingProfs.com: http://www.marketingprofs.com/charts/2010/3359/disconnects-plague-loyalty-programs : .

Martin, C., Melville, G., Adams, E., Court, B., Kita, P., Kotch, A., Lombardi, L., ... Weber, J. (2010, July). 50 guy trips that will change your life. Men’s Health, 25(6), p138-145. doi: ISSN:10544836.

New Airline Seats Offer More Comfort, Convenience. (2010, September). Travel Destinations. Retrieved from http://www.traveldest.com/newsletter/newsletter092010.html

Raman, A. P., Thompson, P. M., Aaker, J. L., Manwani, H., Gift, S., & Kotabe, M. (2003, ). The global brand face-off. Harvard Business Review, 81(6)(), . doi: AN 9943706

Reuters. (2011). Key Developments AMR Corp (reference). Retrieved from (Reuters) Key Developments: http://www.reuters.com/finance/stocks/keyDevelopments?rpc=66&symbol=AMR×tamp=20100826175300

Sally White & Associates. (n.d.). Professional Skills. Retrieved 10.25.10, from http://career.cabalgroup.com/exercises/professional_skillls.htm

Santander, T. (2007, June). American Airlines Apple (print media ad). Retrieved from WebMediaBrands Inc.; Ads of the World: http://adsoftheworld.com/media/print/american_airlines_apple

Staff (2009, July 14). Southwest checks fleet after hole forces landing, Hole in fuselage causes pressure-loss scare on Boeing 737. Associated Press. Retrieved from http://www.msnbc.msn.com/id/31902513/ns/travel-news/

Staff (2011, April 02). Southwest to ground 81 planes after hole prompts emergency landing. Cable News Network. Retrieved from http://articles.cnn.com/2011-04-02/us/arizona.flight.diverted_1_emergency-landing-southwest-flight-regional-sales-manager?_s=PM:US

Staff (2011, March 20). What’s the best airline loyalty program?. The Economist. (Online), (The Economist Newspaper Ltd). Retrieved from http://www.economist.com/blogs/gulliver/2011/03/frequent_flyer_programs; and http://search.proquest.com.wf2dnvr2.webfeat.org/docview/857940743/fulltext?source=fedsrch&accountid=34899

Temkin, B. (2011, January 21). I Am The Customer Experience… Not! [Web log message]. Retrieved from http://experiencematters.wordpress.com/category/employee-engagement/

TextArt.ru. (na). Database of slogans; Advertising slogans of airlines (reference). Retrieved from www.TextArt.ru: http://www.textart.ru/database/english-advertising-slogans/airline-advertising-slogans.html

TheyRule. (2011). Companies>AMR>Show Directors>Show Boards (reference). Retrieved from TheyRule: http://theyrule.net/

Usunier, J., & Lee, J. A. (2005). Marketing Across Cultures (4th ed.). Essex, England: Pearson Education Limited. []. doi: Retrieved from

Vanto Group. (2011). Vanto Group (Corporate website). Retrieved from Vanto Group, a Landmark Education Company: http://www.vantogroup.com/

WebMediaBrands Inc.. (2009, August 7). American Airlines, AADP Launch Advertising Award for Positive Portrayals of People with Disabilities (blog post). Retrieved from Ads of the World: http://adsoftheworld.com/blog/american_airlines_aadp_launch_advertising_award_for_positive_portrayals_of_people_with_disabili

Weitz, B. A., & Wensley, R. (2002). Handbook of Marketing. Thousand Oaks, CA 91320: Sage Publications Ltd.

Yahoo! Inc.. (2011). Yahoo directory Airlines (reference). Retrieved from Yahoo directory Airlines: http://dir.yahoo.com/business_and_economy/shopping_and_services/travel_and_transportation/airlines/
company-statements-slogans.info. (2008). US Airways Group (reference). Retrieved from company-statements-slogans.info: http://www.company-statements-slogans.info/list-of-companies-u/us-airways-group.htm

No comments:

Post a Comment