Examlex
Southwest Airlines has a complex interrelationship between its culture and staff that adds value in ways that other airlines cannot,such as jokes on flights or the cooperation between gate personnel and pilots. These examples illustrate which of the following criteria for sustainable competitive advantage?
Service With a Smile
A customer service philosophy that emphasizes the importance of greeting and serving customers with a friendly demeanor.
Stressful Part
Refers to an aspect or component of a situation, job, or process that causes significant stress or anxiety.
Service Quality Dimensions
Refers to the various factors that customers consider when evaluating the quality of a service, typically including tangibles, reliability, responsiveness, assurance, and empathy.
Service Failure
Occurs when a service does not meet the customer's expectations, often leading to dissatisfaction.
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