Delta, Northwest Airlines, and Vancouver Airport: The Business Value of Customer Self-Service Kiosks
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Title: Delta, Northwest Airlines, and Vancouver Airport: The Business Value of Customer Self-Service Kiosks

Essay Details:

Subject: Book Reports
Author: Hope K
Date: May 8, 2012
Level: University
Grade: A
Length: 2 / 376

Essay text:

Thus, more than half of eligible customers now choose one of Northwest’s self-service check-in options, a record high. At the carrier’s Detroit World Gateway and Minneapolis/St. Paul airport hubs, usage has averaged 70 percent. Systemwide usage has continued to soar through the end of 2004. “On May 1, 2004 our Minneapolis/St. Paul hub achieved a record 74 percent of check-in transactions performed through one of our convenient self-service check-in options,” said Al Lenza, vice president of e-commerce and distribution. “With the rapid growth we are experiencing, by the end of the year we expect that at least 70 percent of our customers, system-wide, will be choosing nwa...

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