StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...

United Airlines Breaks Guitars - Case Study Example

Comments (0) Cite this document
Summary
United Airlines is one of largest companies in the airline industry. Recently the firm encountered a problem with a young musician which escalated because the company did not satisfy the customer’s needs. The bad press the company received hurt the public image of the company which devalued the price of the company’s common stocks. …
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER91.8% of users find it useful
United Airlines Breaks Guitars Case
Read TextPreview

Extract of sample "United Airlines Breaks Guitars"

Download file to see previous pages Issues
The company has a workforce of 50,000 employees worldwide (Deighton & Kornfeld). Despite the firm’s resources the company has not been able to effectively use its workforce to provide excellent customer service to its clients. The lack of customer service has grown and the firm has been losing clients due to its lack of care for the needs of the customers of the company. Dave Carroll made a reasonable request when his guitar was damaged due to the mishandling of his property by the employees of the company.
A second issue that must be considered by the company is how to implement collateral damage in order to stop the Dave Carrols incident to continue to escalate any further. The company cannot afford for this issue to continue to be in the mainstream media for months or even years. The consequences of the song being a hit that lingers into the popular culture for a long period of time would be devastating for United Airlines.
Alternative solutions
The firm currently faces a major dilemma due to the Dave Carroll situation. A way to face the problem and find a resolution to eliminate the spillover effect the video can have in the long term is by reaching a confidential settlement with Dave Carroll to compensate him for punitive damages. The basis of the agreement would involve Dave taking the video off YouTube and other sites and for him to make a public announcement that the issue was settled with United Airlines and he was satisfied with their final resolution. The company would pay Dave Carrols a lump sum payment of $250,000 to $500,000. A second alternative solution to deal with the problem is to apply avoidance. Avoidance involves ignoring the problem by pretending a problem does not exist (Schermerhorn & Hunt & Osborn). The company would let time fix the issue as people forget about it and move on the next piece of news. This alternative solution can be applied at a very low cost to the company. The risk associated with the solution is that YouTube serves as a video database. If the firm is unlucky the popularity of the song may linger for a long period of time. A third alternative solution is to disregard the short term problem associated with the Carroll incident and to implement a solution that will prevent the company from facing similar issues in the future. The firm has to begin to gain the trust of its customers by drastically increasing the level of customer service. For starters the policy of eliminating all free snacks to customers must be reversed. People get anxious during flights and offering a light snack free of charge is a way for the customer to know that the company cares. The firm would implement new rules and guidelines protocols to deal with damage goods incidents. The policy of reporting the damage within 24 hours will be changed to 30 days to allow sufficient time for the travelers to finish their vacation and get back home to file out the complaint. A fourth alternative solution is for the company to create a new insurance service to protect their luggage valuables. The insurance could be purchase to insure items at different value ranges such as $1-500, $501-1000, and $1001-$10,000. The cost of the insurance would be paid for when the customers purchase their tickets or at the airlines prior to the flight. If the customer purchased the insurance with the tickets they would received a 10% in the purchase of the insurance. This solution would provide a way to satisfy the ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“United Airlines Breaks Guitars Case Study Example | Topics and Well Written Essays - 1000 words”, n.d.)
Retrieved from https://studentshare.org/management/1417463-united-airlines-breaks-guitars-case
(United Airlines Breaks Guitars Case Study Example | Topics and Well Written Essays - 1000 Words)
https://studentshare.org/management/1417463-united-airlines-breaks-guitars-case.
“United Airlines Breaks Guitars Case Study Example | Topics and Well Written Essays - 1000 Words”, n.d. https://studentshare.org/management/1417463-united-airlines-breaks-guitars-case.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF United Airlines Breaks Guitars Case

United States Foreign Policy from 1945-1991

American Presidents presiding over some key events in history, such as the Cuban Missile Crisis, The Cold War, The Vietnam War, etc., were hindered from acting as public representatives due to pressure from the military-industrial complex. John Kennedy, Lyndon Johnson, Ronald Reagan, George Herbert Walker Bush, and George W. Bush – all of them were subject to these opposing interests. But eventually, the corporate-government nexus proved too powerful; and in this sense, American Presidents after the Second World War were largely restricted and powerless to uphold their higher personal values. Most of the strategic moves on part of the United States after the end of the Great War were directly in response to an anticipated th...
11 Pages(2750 words)Essay

American Airlines: Supply Chain Nightmare

For this reason, it is necessary that all business sectors are carefully reviewed – as often as possible – for the appropriateness of their structure and their daily needs; managers may fail to evaluate with accuracy their firm’s needs, a fact that can cause the failure of plans applied on the relevant organization (Hardless, 2005). On the other hand, the needs of various organizational departments are different; the methods used for the improvement of a firm’s activities should be flexible taking into consideration the characteristics of the specific organizational sector, its strengths/ weaknesses but also its role in the development of the firm’s activities. Boeing is a firm with a long presence in...
15 Pages(3750 words)Case Study

Sri Lankan Airlines Brand

Sri Lankan Airlines utilizes different functions of marketing communications. These include advertising, public relations, sponsorships, sales promotion and direct marketing in its marketing communications efforts.

With the advertising function, the company utilizes traditional media such as television and radio spots, as well as a non-traditional medium such as the internet (DailyNews.lk 2007). The campaign ‘Home Away from Home’ is developed by Grant McCann (SriLankan.aero, 2007) and communicates through the medium “the idea of staying at home and traveling the world (DailyNews.lk, 2007 August).

Public relations is another medium the company utilizes in the form of events/publicity stunts a...
6 Pages(1500 words)Case Study

The United States Supreme Court

The Court, consisting of nine lifelong justices, bears complete authority over the Federal courts but has lesser power over those of the states. It has the power of “last word” on decisions made by these Federal courts and makes the rules that these courts have to follow in their procedures (Wagman, 1993). In addition, all Federal courts must abide by the decisions laid down by the Supreme Court, as well as the United States Constitution. With respect to state courts, the interpretations and decisions that the Supreme Court makes apply, but the Court is limited to interpreting and changing Federal laws, not state laws. Thus, the Supreme Court cannot change conditions of state constitutions or interpret laws made by ind...
10 Pages(2500 words)Coursework

The Idea of Liberty in Sam Slime Case

... Sam Slime This could certainly be the case of the rich get richer and the poor go to jail, especially in a country that is trying to serve many masters. The government of the United States is certainly a political and governmental entity, but at it heart it has almost always been a voice of corporate business and expansion of wealth for the few. It operates seemingly under the principle guise of what is good for business is good for the people. One could say that the state of the economy today is the fallout of this mindset. In the “Sam Slime” case study we see the idea of liberty as applied by several masters. The first, when Sam Slime mugs you outright is a matter for governmental law and order. Cleary there is a criminal (Sam...
8 Pages(2000 words)Coursework

Company Profile: The Southwest Airlines Inc

Ever since the horrific attacks of 911, the airline industry has been going through a bad phase. The attacks on the World Trade Center have had a devastating effect on the commercial sector and the airline industry in particular. When one considers the fact that the instrument of destruction of these attacks was hijacked airplanes, there is understandable concern about traveling in them and thus the public lost faith in the airline industry immediately following September 11th.  For many airline companies, this meant going into severe debt or even declaring bankruptcy. Even after some time, the majority of the airline industry experienced lower profits and massive downsizing. However, for smaller companies like Sou...
8 Pages(2000 words)Case Study

Analysis of OReilly v Mackman Case

Judicial review is a concept which is constitutionally undecided as it on one side, it shores up the rule of law, democracy, and pre-eminence of parliament by facilitating the courts to check the boundaries of government authority and on another side, the courts are open to the decision on the plants based on the fact of separation of authorities that are intimating with the verdicts of democratically elected institutions. Judicial review is not apprehended with the virtues of government assessment but deals with whether the deciding authority has remained within the legal boundaries and whether broad principles of rationality and fairness adhere. The constitutional basis of judicial review is debated as one view holds that it is...
8 Pages(2000 words)Case Study

Organisations in the Engineering and Technology Environment: Singapore Airlines

In those days, just three flights per week, to Kuala Lumpur, Ipoh, and Penang, were all that the people in Singapore were privileged to. There were very fast developments in the situation in a span of two decades. During this period, Singapore’s Kallang Airport gained international exposure and started making huge additions to its fleet. Soon after the birth of the Federation of Malaysia on February 1963, the Malayan Airlines came to be known as the Malaysian Airlines, and in 1966, it was renamed the Malaysian-Singapore Airlines. But, in 1972, fifteen years from the day it was founded, Singapore Airlines split up with Malaysian Airlines and acquired a separate identity.
This split, however, helped the airlines to take i...
10 Pages(2500 words)Case Study

Analysis of Tourism and Hospitality Law Case

 The main issue that needs to be tackled first is whether there is a valid contract between Richard Brat, carrying on trade as Brighton Greens, (buyer) and Molly and Kelly trading in First Grade Granny Smith apples as Holy Farm.

Apparently, there was, when considering their verbal and written mail sent by Richard to Holy Farm on August 1 reading as follows –“Please deliver 20 boxes –Granny Smith ‘Brighton Greens’. Cheque mailed.“

It may be seen that the mail order does not specify the category or grade of apples to be supplied, but one of the implied conditions of sale could be that the goods ordered need to correspond with the goods inspected and tested.

In th...
8 Pages(2000 words)Case Study

Effects of the United States of America Troops in South Korea

Despite the few negative incidences of crime committed by the United States of America’s security troops that were deployed in the country on a peacekeeping mission.
Since the war in Korea began in the early nineteen fifties, the United States has stationed tens of thousands of soldiers, mostly the United States’ army personnel, in South Korea. Through the assistance of the South Korean troops and other neighboring governments, the American troops have been able to guard and offer maximum security to South Korean people. In line with the argument of James (2003), ‘most of the military bases in South Korea are relatively isolated’ thus the need for much attention from the troops so as to ensure maximum...
10 Pages(2500 words)Assignment
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Case Study on topic United Airlines Breaks Guitars Case for FREE!

Contact Us