Final Report On Airline Customer Service - 865 Words

Literature Review Morgan Haynes Austin Peay State University 1. U.S Department of Transportation Office of the Inspector General. (2001, February 12). Final report on airline customer service commitment. (Report AV-2001-020, February 12, 2001), Washington, DC: U.S Department of Transportation. http://www.house.gov/transportation/aviation/issues/service.pdf Hunter, J.A., (2006). A Correlation Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon, Journal of Air Transportation, 11(3), http://search.proquest.com.ezproxy.lib.apsu.edu/docview/232853668?accountid= 8437 2. â€Å" Between 1995 and 200, customer service declines throughout the airline industry, as reported in February 2001 by the U.S Department of Transportation (2001).† One of the biggest problems plaguing airlines is their customer’s dissatisfaction is at a huge increase. Customers are getting less and less happy with their experiences. This is not a specific airline either. All of the companies are experiencing this problem of customers with air rage. This article addresses some of the potential factors in the air rage crisis. 3. Hypothesis one addresses the side of the argument that if the consumer’s perception of airline service increases, their air rage will decrease. This will lead to happier consumers all the way around. Hypothesis two addresses that as their own ideas of how service should be presented increased, their likelihoodShow MoreRelatedStrategic Management: Crafting and Executing Strategy1252 Words   |  5 Pagesand Executing Strategy Introduction The purpose of this report is to present the importance of strategic planning for a business organization. The industry chosen for this report is airline industry and the company name is Asian Airlines. 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