Description
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
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Critical Thinking: Airline Customer Service
Airline customer service
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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...