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Southwest Airlines To End Free Checked Bags Policy For First Time in Its 54-Year History

2 months 3 weeks ago
Southwest Airlines boasts that its passengers' "bags fly free" -- but not for long. From a report: Starting May 28 -- just in time for the busy summer travel season -- only Southwest's most elite Rapid Rewards A-List Preferred members and passengers who book their top-tier Business Select fares will receive two free checked bags. Frequent flyer A-List Members, Southwest-branded credit card holders and other select customers will be allowed one checked bag. Everyone else will be charged for their first and second checked bags on flights booked on or after May 28, the carrier says. It's a break with Southwest's 54 year history -- one that could undermine customer loyalty to the carrier, according to experts. "This is how you destroy a brand. This is how you destroy customer preference. This is how you destroy loyalty. And this, I think, is going to send Southwest into a financial tailspin," airline industry analyst Henry Harteveldt, of Atmosphere Research Group, told CBS News senior transportation correspondent Kris Van Cleave. "Southwest, with these changes, becomes just another airline."

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The Surprising Impact of QR Code Menus on Diminishing Customer Loyalty

2 months 3 weeks ago
Abstract of a paper published on Journal of Hospitality and Tourism Management:The adoption of digital menus accessed through quick response (QR) codes has witnessed a notable upsurge. Despite potential benefits for restaurant operators, the nuanced effects of QR code menus on customer behavior and experience remain relatively unknown. This research investigates the influence of menu presentation (QR code vs. traditional) on customer loyalty. In two studies, we find that QR code menus diminish customer loyalty (compared to traditional menus) due to perceived inconvenience. This effect is further moderated by customers' need for interaction. Our work is timely in highlighting the negative impact of perceptions of inconvenience on technology adoption.

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