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1997 Service Optimas Award ProfileBRContinental Airlines

July 1, 1997
Related Topics: Change Management, Reengineering, Service, Featured Article
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Lousy customer service, lost bags and a poor on-time record-coupled with two bankruptcies-made Continental the laughingstock of the airline industry. Incentive pay, streamlined policies, and aggressive communication have fueled a total turnaround.
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