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Managing Service Operations

A Resource for the Managing Service Operations MBA Course at Harvard Business School

Tag: Southwest

October 17, 2023October 22, 2023

United Airlines to Change Its Boarding Process, a Win for Window Seats

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September 26, 2022September 26, 2022

How I built this: Southwest Airlines

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September 13, 2022September 13, 2022

8 Airports Where You Can Reserve a Fast Lane Through the TSA Checkpoint

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December 14, 2021September 27, 2022

After Hours: Holiday Travel Headaches

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October 16, 2019October 28, 2019

Imagine Not Hating Flying Coach

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September 28, 2019October 28, 2019

Why Does Delta, With Its Superior Performance, Have A Lower Customer Satisfaction Score Than American?

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September 19, 2019

How JetBlue Topped Its Industry In Customer Service–Through Company Culture And A New Breed Of Technology

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September 9, 2019September 10, 2019

United Airlines Uses Cars To Explain Why Passengers Can’t Sit In Empty Economy Plus Seats

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September 9, 2019September 11, 2019

United Airlines’ New App Has So Far Saved 40,000 Flight Connections

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November 1, 2018November 28, 2018

HBS After Hours: How Bad is Airline Service, Really? And Other Customer Service Complaints

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