Service Examples from News Clippings by Category

Air Travel | Call Center | E Commerce | Health Care | Information Technology
Outsourcing | Parcel Delivery | Restaurant | Supermarkets | Waiting Line
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Some Clippings are available in archives accessible from the SJSU Library website

Air Travel
	1	Air Passengers Want Ways to Fight Back (Item 58) Michelle Higgins, The New York Times, 4/27/2008, p. TR 6 http://travel.nytimes.com/2008/04/27/travel/27prac.html?scp=1&sq=air+passengers+want+ways+to+fight+back&st=nyt
	2	United Airlines Flight Delay Apology Letter (Item 56) UAL, UAL, 4/20/2008 skualfailurerecovery.pdf
	3	Canceled Flight? Your Inn Trouble (Item 57) Scott McCartney, The Wall Street Journal, 4/15/2008, p. D1 http://online.wsj.com/article/SB120820724012814001.html
	4	Delivering Proactive Service (Item 54) Colleen Barrett, Southwest Airline, 4/7/2008 http://www.southwest.com/about_swa/?ref=abtsw_gn http://www.southwest.com/about_swa/customer_service_commitment/customer_service_commitment.pdf
	5	Jet Blue Customer Bill of Rights (Item 55) Jet Blue, 4/7/2008 http://www.jetblue.com/about/ourcompany/promise/index.html
	6	Airline-Industry Outlook Hits Another Downdraft (Item 39) Rod Stone, The Wall Street Journal, 4/2/2008, p. B4 http://online.wsj.com/article/SB120707379624780945.html
	7	The Star Treatment: Flying Like Jennir Aniston (Item 41) Scott McCartney, The Wall Street Journal, 4/1/2008, p. D1 http://online.wsj.com/article/SB120700463752278491.html
	8	New York Laws On Air Travel Are Overturned (Item 40) Chad Bray, The Wall Street Journal, 3/26/2008, p. D5 http://online.wsj.com/article/SB120646198893662643.html
	9	British Air's Bag Chaos May Dealy Move to New Terminal (Item 42) Jeanne Whalen & Raniel Michaels, The Wall Street Journal, 3/3/2008, p. B3 http://online.wsj.com/article/SB120691657509475313.html
	10	A Web Site Tries to Redefine Value (Item 36) Michelle Higgins, The New York Times, 3/2/2008, p. TR 6 http://travel.nytimes.com/2008/03/02/travel/02pracinsidetrip.html
	11	Southwest Introduces a New Way to Board (Item 50) Southwest Airline, 3/1/2008 http://tnpv.us/2007/SWA200709/better_way_to_board.mpg
	12	The Skies are Alive with Fees (Item 23) Joe Sharkey, The New York Times, 2/24/2008, p. The Travel Section http://www.nytimes.com/2008/02/24/business/24bug.html?sq= http://www.cob.sjsu.edu/kwan_s/297d/MadTV_No_Frills_Airline.wmv
	13	Around the World by Private Jet (Advertising Brochure) (Item 9) Abercrombie & Kent, Inc., 2/15/2008 http://www.akprivatejet.com
	14	First Class Service, Business Class Prices (Item 17) EOS Airlines, 2/15/2008 http://www.eosairlines.com/flyeos/overview/home.jsf
	15	Vindu's View: Airline passengers' advocates make little progress Picture shown: Kate Hanni, founder of the Coalition for an Airline Passengers' Bill of Rights (Item 5) Vindu Goel, San José Mercury News, 2/13/2008, p. 1C,5C http://www.mercurynews.com//ci_8248019?IADID=Search-www.mercurynews.com-www.mercurynews.com
	16	Curves in the Road to Redeeming Miles (Item 18) Michelle Higgins, The New York Times, 2/10/2008, p. The Travel Section http://www.nytimes.com/2008/02/10/travel/10pracfflier.html?ref=todayspaper
	17	Aboard Planes, Class Conflict (Item 11) Michelle Higgins, The New York Times, 11/25/2007, p. The Travel Section http://travel.nytimes.com/2007/11/25/travel/25conflict.html?pagewanted=1
	18	In the Back, Not All Cattle Are Equal (Item 12) Michelle Higgins, The New York Times, 11/25/2007, p. The Travel Section http://www.nytimes.com/2007/11/25/travel/25coach.html?ref=travel
	19	Southwest Airlines considering assigning seats (Item 16) Associated Press (Dallas), USA Today, 5/18/2006 http://www.usatoday.com/travel/flights/2006-05-18-swa-seats_x.htm?csp=34
	20	Southwest Airlines stars in TV 'reality show' (Item 15) Assoicated Press (Dallas), USA Today, 1/2/2004 http://www.usatoday.com/travel/news/2004-01-02-southwest-tv_x.htm
Call Center
	21	The Customer Service Challenge: Creating the 'Perfect' Customer Call (Item 10) Accenture, 1/1/2006 http://www.cob.sjsu.edu/kwan_s/297D/ThePerfectCall2006CustomerServiceSurveyReport.pdf
Customer Service
	22	Leadership: Focus on Customer Service (The Journal Report) (Item 22) The Wall Street Journal (ProQuest), 10/20/2006, p. R http://www.sjlibrary.org/
	23	Everyone Likes to Laud Serving the Customer; Doing It Is the Problem (Item 19) Carol Hymowitz, The Wall Street Journal (ProQuest), 2/27/2006, p. B1 http://www.sjlibrary.org/
E Commerce
	24	Web Sites Want You to Stick Around (Item 60) Mylene Mangalindan, The Wall Street Journal, 4/15/2008, p. B5 http://online.wsj.com/article/SB120821152892214197.html
	25	New Feedback rules to test eBay's law-and-order-Style (Item 61) Rob Pegoraro, San Jose Mercury News (Washington Post), 4/11/2008 http://www.mercurynews.com/ci_8888049
	26	Amazon Tightens Grip on Printing (Item 43) Jeffrey A. Trachtenberg, The Wall Street Journal, 3/28/2008, p. B4 http://online.wsj.com/article/SB120667525724970997.html
	27	Netflix Service Failure and Recovery (Item 38) Associated Press, 3/25/2008 http://www.cob.sjsu.edu/kwan_s/297d/netflixfailurerecovery.ppt
	28	The Netflix Chellenge (Item 32) Jordan Ellenberg, Wired, 3/1/2008, p. 114+ http://www.wired.com/techbiz/media/magazine/16-03/mf_netflix?currentPage=all http://www.netflixprize.com/
	29	Free! Why $0.0 is the Future of Business (Item 37) Chris Anderson, Wired, 3/1/2008, p. 140+ http://www.wired.com/techbiz/it/magazine/16-03/ff_free
	30	eBay patent case setted, it owns 'Buy It Now' after 6 year battle (Item 27) Mark Schwanhausser, The Mercury News, 2/29/2008, p. D1
	31	Netflix Raises Outlook As Competition Cools (Item 29) Steven Russolillo, The Wall Street Journal, 2/27/2008, p. B4 http://online.wsj.com/article/SB120411920653296723.html
	32	Federal Court to Reconsider Software Patent Issue (Item 31) Johan Soat, Information Week, 2/25/2008, p. 21 http://informationweek.com
	33	Small Firms Tap Amazon's Juice (Item 13) Mylene Mangalindan, The Wall Street Journal, 1/15/2008, p. B3 http://online.wsj.com/article/SB120035205794189723.html
	34	New Chapter: In Latest Strategy Shift, Amazon Is Offering a Home to Retailers (Item 21) Nick Wingfield, The Wall Street Journal (ProQuest), 9/24/2003, p. A1 http://www.sjlibrary.org/
	35	Looking Big; How can online retailers carry so many products? The secret is 'drop-shipping' (Item 20) Donna Fuscalso, The Wall Street Journal (ProQuest), 4/26/2003, p. R7 http://www.sjlibrary.org/
Health Care
	36	Cardinal Health Could Be Regaining Its Strength. With New CEO in Place And a Renewed Deal, Some Muscle Returns (Item 7) Heather Won Tesoriero, The Wall Street Journal, 2/11/2008, p. C3 http://online.wsj.com/article/SB120269490188857909.html
Information Technology
	37	Dell Builds Out Web-Hosted Support Services (Item 35) Antone Gonsalves, Inforamtionweek, 2/27/2008 http://www.informationweek.com/story/showArticle.jhtml?articleID=206900599
	38	Poking Cisco in the Eye (Item 33) Andrew Conry-Murray, Informationweek, 1/29/2008 http://www.informationweek.com/blog/main/archives/2008/01/poking_cisco_in.html
	39	e-Passports: Ready or not here they come (Item 34) Christian Zappone, CNNMoney.com, 7/13/2006 http://money.cnn.com/2006/07/13/pf/rfid_passports/index.htm
Outsourcing
	40	Rethinking the India Back Office; Some Western Firms Weigh Selling Their Units as Costs Rise, Dollars Weakens (Item 2) Jackie Range, The Wall Street Journal, 2/11/2008, p. A6 http://online.wsj.com/article/SB120268744437257531.html
Parcel Delivery
	41	Probe of CEO Adds to Deutsche Post Woes (Item 8) Mke Esterl & David Crawford, The Wall Street Journal, 2/15/2008, p. A10 http://online.wsj.com/article/SB120299547846868441.html
Restaurant
	42	Man Behind Burger King Turnaround (Item 47) Janet Adamy, The Wall Street Journal, 4/2/2008, p. B1 http://online.wsj.com/article/SB120709864540082145.html
	43	A Potentially Costly Latte for unlucky BART users (Item 48) Kelli Philips, San Jose Mercury News, 4/2/2008, p. 3B http://www.mercurynews.com//ci_8779725?IADID=Search-www.mercurynews.com-www.mercurynews.com
	44	Burger King Whopper to be Feted (Item 49) Janet Adamy, The Wall Street Journal, 3/29/2008, p. A1 http://online.wsj.com/article/SB120672457122272165.html
	45	I'll have a Big Mac, Serenity on the Side (Item 25) Jennifer Steinhauer, The New York Times, 3/2/2008, p. 16 http://www.nytimes.com/2008/03/02/us/02fengshui.htm
	46	Burger King May Push Coffee Sales in Europe, Asia (Item 26) Janet Adamy, The Wall Street Journal, 2/28/2008, p. B4 http://online.wsj.com/article/SB120413560029497279.html
	47	Starbucks Closes StoresTo Retrain Baristas (Item 28) Janet Adamy, The Wall Street Journal, 2/26/2008 http://online.wsj.com/article/SB120408358439295953.html
	48	Chains offer more food for your buck. Companies add bigger itmes to value menus (Item 6) Lauren Shepherd (Associated Press), San José Mercury News, 2/13/2008, p. 3C http://www.mercurynews.com//ci_8247949?IADID=Search-www.mercurynews.com-www.mercurynews.com
	49	Starbucks, AT&T Pact Means Free Internet Access for Some (Item 1) Janet Adamy & Dionne Searcey, The Wall Street Journal, 2/12/2008, p. D4 http://online.wsj.com/article/SB120274236443758887.html
	50	A Look at High Performing Franchises, Food's Grip Loosens As Diverse Concepts Pop Up and Do Well (Item 4) Raymund Flandex, The Wall Street Journal, 2/12/2008, p. B5 http://online.wsj.com/article/SB120277576323060649.html
	51	Counter at the McDonald Restaurant, Chicago O'Hare Airport (Item 14) S. Kwan (snapshot) circa 2006,
Supermarkets
	52	Two Japanese Grocers Stay Hungray (Item 24) Horoko Tabuchi, The Wall Street Journal, 2/29/2008, p. C5 http://online.wsj.com/article/SB120422512373400457.html
	53	Couch to Supermarket: Connecting the Dots; New Firm Will Match Data From Cable Boxes, Frequent-Shopper Cards (Item 3) Stephanie Kang, The Wall Street Journal, 2/11/2008, p. B7 http://online.wsj.com/article/SB120269472569557923.html
	54	A Virtual View of the Store Aisle (Item 59) Ellen Bryon, The Wall Street Journal, 10/3/2007, p. B1 http://online.wsj.com/article/SB119136645682746972.html
	55	Big Boxes Aim to Speed Up Shopping (Item 52) Kris Hudson & Ann Zimmerson, The Wall Street Journal, 6/27/2007, p. B1 http://www.sjlibrary.org/
Wating Line
	56	Southwest Introduces a New Way to Board (Item 51) Southwest Airline, 3/1/2008 http://tnpv.us/2007/SWA200709/better_way_to_board.mpg
	57	Big Boxes Aim to Speed Up Shopping (Item 53) Kris Hudson & Ann Zimmerson, The Wall Street Journal, 6/27/2007, p. B1 http://www.sjlibrary.org/
	58	To Uneasy Riders, Buttonless Elevators Have Ups and Downs (Item 44) Julia Angwin, The Wall Street Journal, 11/14/2006, p. A1 http://www.sjlibrary.org/
	59	Destination Elevators Ease Impatience of Passengers (Item 45) Sacha Pfieffer (Boston Globe), San Jose Mercury News, 11/6/2006, p. 5E http://www.sjlibrary.org/
	60	An Elevator to Your Floor, With No Local Stops (Item 46) Fred A. Bernstein, The New York Times, 11/2/2005 http://www.sjlibrary.org/

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