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What is Eastern States Air Service Strategy about?

Gloria Rooney assumed the presidency of Eastern States Air in the early 2000s. By 2011, the airline was doing well but passenger satisfaction had declined across the industry. Rooney implemented a strategy to improve service quality by adding amenities like first class lounges and meals. However, passenger numbers declined sharply. Surveying former passengers revealed Rooney had failed to consider those who left the airline. She changed strategy to focus on low fares while maintaining service for loyal cust

Author

Cathy Kate

Language

EN