187 indEx NB: page numbers in italic indicate figures or tables key learning points from each chapter are indexed as `key learning points' aggregator sites 5, 28 AirAsia 26 Airline Emirates 167 Airport TV programme 55 Airtours 153 Allen, L 30­31, 55 Amazon 5, 6, 25 American Express (Amex) 168 customer-care professionals (CCP) 67­68 and employee empowerment 67 `Relationship Care' 67 apology 37, 42­43, 46, 50, 56, 104, 112, 171 see also empathy Apple 5, 8 Carphone Warehouse 31, 69 Cathay airline 170 characteristics of excellent service organizations 162, 163­74 clarity and support from business leaders 165­66 communication, reward and recognition 172 customer measurement 166­68 customer satisfaction and retention 164­65 customer-driven processes 169­70 people development and empowerment 170­72 service-quality goals 168­69