3. Continuous
innovation
technology diversify

5. Employee selection
• Group discussion
• Psychometric test
Training
• Supervisors training
• Flight attendants

7. 1 •Fuel price control
2 •Efficiency
3 •diversify

9. “You don't earn loyalty in a day.
You earn loyalty day-by-day.”
JEFFREY GITOMER

10. • Loyalty programs
One
• Coordination with other
Two
companies
• diversify
Three
• Continues innovation
Four

13. • 1 diversify
• 2 Loyalty programs
• 3 WOM promotions
• 4 Internet

14. 450 420
400 2000
350 2010
No. 300 239.2
Of 250
internet 200
Users 150 95.1 99.1
81
In 100 47.1
50 22.5
millions 5
0
united china India japan
states
country

15. Six Degrees
Six Degrees was launched in 1997 and was the first modern social network. It
allowed users to create a profile and to become friends with other users.
While the site is no longer functional, at one time it was actually quite popular
and had around a million members at its peak.
LiveJournal
LiveJournal started in 1999 and took a different approach to social networking.
While Six Degrees allowed users to create a basically-static profile, LiveJournal was a
social network built around constantly-updated blogs.
LiveJournal encouraged its users to follow one another and to create groups and
otherwise interact. It was really the precursor to the live updates we see in social
networks currently.
World of Warcraft / MMORPGS
MMORPGS (Massively multiplayer online role-playing games) have become social
networks in their own right. The most famous of these is World of Warcraft, where
players interact both in the game world and on related forums and community
sites.
Social interaction within the games ranges from teams set up specifically for
tactical reasons within the game to friendships to romances. MMORPGS became
popular in the early 2000s, though there were other online role-playing and other
games prior to that.

17. • http://royal.pingdom.com/2010/10/22/incred
ible-growth-of-the-internet-since-2000/
• http://articles.businessinsider.com/2011-07-
04/home/29986242_1_airline-industry-
passenger-traffic-pilots
• http://www.airlinefinancials.com/airline_data
_comparisons.html
• http://www.ironport.com/pdf/ironport_case_
study_jetblue_airways.pdf