Airline customer service

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Business Finance

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Critical Thinking: Airline Customer Service



Objective:
Create a report that summarizes the current status customer service in the airline industry. As a marketer for a major airline, your company is facing difficulty providing acceptable service to the passengers and needs to find a way to emphasize the positive features of your airline’s service.

4 to 5 pages in length

can use the book contemporary Marketing Author Boone&Kurtz

Critical Thinking: Airline Customer Service

attachement below is part of the assignment don't forget to use it



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Critical Thinking Requirements: Successful Strategic thinking Exercises will be three (4) to five (5) pages in length and incorporate the information and knowledge gained in the course. Use the sections shown in the Evaluation Criteria (italics) to format your analysis. Success Criteria: Think of yourself as a newly hired executive or consultant to the firm. Existing management is overwhelmed by the current situation and wants to make changes that will address the issues. They need an analysis of the situation, recommendations, and a plan to improve which insures the viability and profitability of the organization. Assignments must include a cover sheet with your name, class, and title of the Critical Thinking exercise. Customer Service The airline industry has suffered recent setbacks, such as the high cost of fuel, that have forced the major carriers to cut back on many their services. Many airlines, like Delta and United, charge passengers a fee for checked baggage. Spirit Air announced it would also charge for carry-on bags. Most airlines charge for in-flight snacks or don't serve any at all. Airlines have reduced the number flights they operate to certain destinations, packing planes full to overflowing, and recent restrictions on the use of frequent-flyer miles make it difficult to cash them in. Then there are the record-setting delays and lost-luggage claims. All of these factors add up to less-than-enjoyable flying experiences for most travelers, many of whom are opting to find other modes of transportation or just staying home. Suppose you are a marketer for one of the major airlines. Your company is facing difficulty providing acceptable service to the passengers on its flights, but you need to find a way to emphasize the positive features of your airline’s service. 1. Using the five variables of service quality (Chapter 12) as your guideline, what steps would you take (within your control) to close the gap between the level of service passengers expect and the level they have been receiving? 2. How might you attract other customers? Would you give then a level of service that is different from other consumers who are flying with you? The above ‘areas of concern’ are provided to help stimulate your thinking for this case. They are not intended to provide a list of questions to answer.
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Critical Thinking: Airline Customer Service

Airline customer service
Insert name of school
Insert your name
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April 2017

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Critical Thinking: Airline Customer Service

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Critical Thinking: Airline customer service
Introduction
The airline industry is facing an image problem especially in the contemporary business
environment where the prices of goods and fuel have escalated due to various known factors
such as inflation and economic depression in certain countries. Maintaining the entire industry is
difficult to any management since there is no midlife crisis in this industry as every day in the
office, for a manager it will always seem like a day of crisis (Kurtz, D. L. (2012). This would
entail ensuring all the safety regulations are complied with, timely provision of presumptuous
meals to customers, dealing with global uncertainties while still ensuring the prices of your
airline remain competitive regardless of these opposing forces. Therefore, as a manager, one
should be aware that each and every activity needs to work like clockwork in order to facilitate
on-time performance by the airline (Kurtz, D. L. (2012). Nevertheless, as much as companies in
the industry try hard to cut down on operational costs, most airlines will always compromise
with one particular aspect-customer experience which has turned out to be the key competitive
differentiator (Kurtz, D. L. (2012). In this paper, we shall expound on various variables
applicable in digging deeper into consumer issues and how the airline can strategize in order to
deliver better consumer experiences in the long run. Even though the aviation industry hasn't
faced much competition between firms, the major issue to be addressed is the fact the consumers
who fly airlines are able and willing to pay a premium for a better experience and service, thus
there is a great need to examine the current status of the airline and developing marketing
strategies that would enable our airline products to be more appealing to customers and win over
their loyalty to the brand.
Current Status of the Industry

Critical Thinking: Airline Customer Service

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The airline industry has been trailing other verticals in the delivery of service and even the
satisfaction rate of the consumer is generally low in the United States. The past two decades has
seen the industry experience tremendous changes but yet still the industry slugs behind in
satisfyin...


Anonymous
I was struggling with this subject, and this helped me a ton!

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