Tale of Two Airlines in the Network Age
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The case, Tale of Two Airlines in the Network Age , is a good example of why, as Nicholas Carr succinctly put it, "IT doesn't matter." Information technology (IT) is only one ingredient in the recipe for continued success. The knowledge of how IT fits into a company's strategy is even more important than the technology itself.
Many of us, have at one time or another, found ourselves in the unenviable position of having to reroute our travel arrangements due to some unforeseen delay. In fact, some travelers, like Professor Roger McPherson, may choose to pay the premiums charged for a business class or a first class ticket to secure the best services in such situations.
McPherson compares his experience on two separate occasions one in the mid 1980s and the other in early 1995. Drawing comparisons across different companies is common enough activity for customers across most industries. The error lies in that such comparisons do not take into account changing environments, especially across time periods.
Telephone and fax dominated the 1980s when it came to personalized service. The method was uncomplicated and, thus, easily embraced...