Handling Customer Complaints - Airline Service - Coursework Example

… The paper "Improving Market Position of a service: Virgin Blue Airlines" is a perfect example of a case study on marketing.... The paper "Improving Market Position of a service: Virgin Blue Airlines" is a perfect example of a case study on marketing.... Market segmentation is important when carrying out marketing in the service industry.... 16) With time, this perception generally changed and marketing infiltrated into service-oriented organizations too....

Today's economy is getting more service-oriented and we live in a service society.... The service sector is experiencing great development which is implying bigger competition.... As a service provider, it is all about providing a superior service.... However, being a service provider can sometimes imply a hard undertaking.... Sometimes the service provider does not accomplish to provide the service perfectly....

Marketing, in general, can be defined as the process of communicating to customers the value of a service.... Marketing, in general, can be defined as the process of communicating to customers the value of a service.... It is an airline that was established about four decades ago and had in the past set records and maintained quality standards in customer service.... The airline is determined to improving service delivery and maximizing its profits over time at pocket-friendly rates, has kept this spirit over time....

Apparently, the airline damaged his valued Taylor guitar that cost $3500 in the course of a flight.... Carroll spent more than nine months attempting to get the airline to pay for the damages instigated by baggage trainers to his Taylor guitar.... In his last conversation with the Customer Relations Manager of the airline, he indicated that he had no alternative other than to create a song and post it on YouTube in order to expose United's lack of cooperation, to which the manager replied, “Good luck with that one, pal” (Wendy 2010, 13)....

… The paper 'How United Airlines Lack of Good Customer service Cost " is a good example of a business case study.... A look at the case reveals certain issues ailing the company and they include poor customer service, misplaced priorities in the wake of the financial crisis experienced by the company, poor communication approaches on the company's part as well as the massive layoffs of staff due to the recession.... The paper 'How United Airlines Lack of Good Customer service Cost " is a good example of a business case study....

Guidelines established to respond to air rage focus on customer service and failed to consider the training of employees on how to deal with dangerous passengers.... This report evaluates the causes of air rage and ways in which the air rage can be managed in order to reduce the uncertainty that accompanies customer misconduct and poor service delivery be some airline operators.... In fact, most unruly customers during the flight are creating uncertainty and disaster in the airplane by threatening flight attendants and abusing crew members for delays in service due to alcohol influence....

Some of the factors that could have caused this are: poor social ethics within the Airways staff; disputes or poor relations between the workers of the airline could have led to them ignoring one another hence leading to this service failure.... Poor supervision of workers or situations where errors by the employees are not reported by their counterparts if noticed at the airline could have led to negligence of duty by workers could have caused the luggage to end up being taken to a different destination; unskilled or unqualified personnel would bring in the essence of informalities and poor coordination hence service failure, lack of enough personnel to serve the duties at the airline could be a factor leading to service failure since some jobs would remain unattended to; poor management of the airline whereby the top managers have no proper quality control of services can cause poor performance of the service provider hence such a mistake and also poor working conditions that don't favor the workers of the airline to render their services appropriately can lead to service failure....

The strategy is based on identifying the customer preferences in service delivery hence the provision of high-quality services.... iterature ReviewPerformance and service QualityStudies indicate a positive relationship between organizational performance and customer satisfaction hence a positive correlation between company profits and its success (Gilaninia 2013).... ustomer Satisfaction and LoyaltyResearch indicates that the greatest barrier to the airline industry to effective service recovery is only complained by about 5-10 % of customers while other clients that are unsatisfied silently switch to other service providers while making negative comments about the previous company (Li 2015)....