Advocacy referrals, 224–7
Xerox example, 224
Air Europe, legal writ against BA,
486
Air France, 482, 486
Airbus Industries:
aeroplane suppliers, 481, 489
use of alliances, 174
Airlines:
comparative financial
performance, 493
comparative statistics, 494–8
global alliances, 482
specialist terms list, 499–500
Alliance market domain, 22, 25, 162
bases for success, 175–6
horizontal relationships, 164,
173–4
organizational changes, 176
Animal charities, 136–7
see alsoRoyal Society for the
Protection of Birds
Asda, loyalty schemes, 92, 93–4
Austin Rover, supplier
relationships, 162
Automobile Association, car
insurance, 118
B & Q, peat sales ban, 249, 277
Balanced Scorecard indicators, 427
Banking services, customer
retention, 49
Benchmarking, 187, 189
BhS (retailer), preferred suppliers,
162
BOC, project management services,
173
Body Shop International:
advocacy referrals, 226
media relationships, 9
Body Shop International (case
study 4.3), 251–2, 288–90
advertising, 296–8
background, 290–3
colour cosmetics, 298
community projects, 295–6
franchise system, 293
philosophy, 293–5
toiletries industry, 298–300
Boeing, as British Airways
suppliers, 481
Branson, Richard, seeVirgin
Atlantic
British Airways (case study 6.2),
430–1
acquisitions, 482, 487
advertising, 456–7
awards won, 470
CARESS imaging system, 484
challenges, 485–6
competition, 460–61, 486
corporate customers, 479
corporate identity, 456–7
cost cutting, 456
customer loyalty, 480
customer service, 460, 464, 465,
469, 483–4
developing brand image, 464–5,
467–8
effect of Gulf War, 466, 469, 471
effect of Tripoli bombing, 462
engine suppliers, 481
equipment purchases, 481
Executive Club, 480
future plans, 491
global view, 482, 487–90
history, 454–6
privatization, 456, 463–4
purchasing/supplier strategy,
486, 489