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.
Nobody downloaded yet

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
Polish This Essay92.6% 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 - THEY ALSO FIT YOUR TOPIC
Case Study on South West Airlines
It is the biggest domestic airline in United States of America. The company has enjoyed profitability after the initial two years of its inception and has never seen a net loss in any year after 1972. This alone signifies the performance of Southwest Airlines.
9 Pages(2250 words)Case Study
Southwest Airlines Case Study
airline industry has led to affect the business of Southeast airline. The major areas of concern for Southwest airline was decreasing profit and market share. During 1989, Southwest Airline was one of the leading airline services providers but the new entrants like United Airlines, Northwest Airline, and American Airline etc became vital threats to Southwest Airline.
3 Pages(750 words)Case Study
ITM501 MoD 3 Case the internet as social media
Dave complained about this incident to the airline authority, but no steps were taken by the authority. Dave posted this incident on YouTube. It was a case of service failure where the guitar and baggage were damaged due to the mishandling flaws. The authority did not react proactively, and so Dave had to raise his voice by spreading word of mouth via a social network.
6 Pages(1500 words)Essay
Low Cost Airlines Case Study
Liberalization has introduced numerous advantages to the Americans and world-wide travelers, both in terms of higher quality offered by airlines and drastic price reduction. In the current period, where the oil prices have raised significantly, and it is expected that the fuel prices are likely to retain a positive slope, one of the main and most interesting aspects of the free market i.e.
7 Pages(1750 words)Case Study
United Airlines
Being formed out of many mergers and the Air Mail Act of 1934, this air carrier had already started big. The company is further strengthened because its operation embraces air mail carriers and air craft manufacturers aside from its air passenger services.
5 Pages(1250 words)Essay
SouthWest Airlines Case Analysis
Southwest currently operates only Boeing 737. Today, the company's operating fleet was composed of 537 Boeing 737 aircraft, each having 189 seats, with an average age of approximately 10.5 years. The average aircraft trip length is 639 miles with an average duration of one hour and 54 minutes.
13 Pages(3250 words)Case Study
Case 27 Southwest Airlines: Does LUV Last
He involved Herb Kelleher in his business and together they put together their efforts and money to start the business. In the beginning, Lamar Muse, an airline veteran, was brought in as CEO and later, Howard Putnam (1978-82) took charge. Herb Kelleher took over as CEO in 1982. Colleen Barrett has been the president and COO since 2001 and James F. Parker is the CEO. Gary C. Kelly replaced Parker in 2004.
3 Pages(750 words)Case Study
Case Study - Washburn Guitars
Future prices; the expected price of a Washburn guitar in the future is likely to influence the demand of the guitar currently. If the buyers expect the price of
2 Pages(500 words)Case Study
Southwest Airlines Case
Another factor was the strategy to ensure its fleet was fully utilized by ensuring no plane was grounded for more than 10 minutes in
2 Pages(500 words)Case Study
Case Study 4-2: Iberia Airlines Builds a BATNA
Dupuy wanted to be convinced of the two new models, which would be best for Iberai in all ways. In leaving the two parties to compete, was a good strategy. Leahy on the other hand, ensured that Airbus had won the contract
2 Pages(500 words)Case Study
Let us find you another Case Study on topic United Airlines Breaks Guitars Case for FREE!
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us