Forum 6, Questions 4-5.docx

Forum 6, Questions 4-5.docx - Running head FORUM SIX...

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Running head: FORUM SIX QUESTIONS 4-5, AMERICAN AIRLINES 1 Forum Six Questions Four Through Five, American Airlines Rebecca Foster Liberty University
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FORUM SIX QUESTIONS 4-5, AMERICAN AIRLINES 2 Forum Six Questions Four Through Five, American Airlines Although the airline industry offers minimal goods to its customers, it primarily offers transportation services. There is a lot of other manufacturing, engineering, and technology work that is done behind the scenes to deliver the final product, but for airline companies like American – their goal is providing a service for travelers (Kotler & Keller, 2016). On the back end, American must keep up with maintenance on its fleet in order to provide safety for customers. They have the challenge of balancing several pieces together to ultimately sell not just a service, but an experience and a brand. Airlines in general undergo a lot of criticism due to frequent flight delays (due to weather, maintenance, or air traffic control) which decreases customer satisfaction because of inconvenience. There are also social media and public relation affairs that happen due to poor experiences and complaints that go viral. Whether it’s lack of good customer service, uncomfortable seats, perceived unfair charges and prices, airlines must really stand out in service efforts to produce customer satisfaction. According to a weighted
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  • Spring '12
  • n/a
  • Northwest Airlines, Delta Air Lines, Oneworld

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