Question
Case Study: United Airlines' Service-Recovery Challenge After Reputation Meltdown 1. What happened on United flight 3411? 2. What service expectations do customers have of airlines
Case Study: United Airlines' Service-Recovery Challenge After Reputation Meltdown
1. What happened on United flight 3411?
2. What service expectations do customers have of airlines such as United? How did these expectations develop over time?
3. Discuss the importance of customer satisfaction and CRM for airlines such as United. Broadly classify the areas where CRM plays an important role in the aviation industry.
4. What is service failure? Suggest a plan for a root cause analysis of service failure. Discuss the gap model of service quality to highlight the various instances of service failure in this case.
5. How can United prevent such incidents from occurring in the future?
6. What steps can United take to rebuild its tarnished brand image?
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Sure lets address these questions one by one step by step 1 What happened on United flight 3411 Incident Overview On April 9 2017 United Express flight 3411 from Chicago to Louisville was overbooked U...
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Operations Management
Authors: Gerard Cachon, Christian Terwiesch
3rd Edition
1266051708, 978-1266051708
