WA05-A - Written Assignment: 05 Customer Expectations of...

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Written Assignment: 05 Customer Expectations of Service 1. After reading “Scandinavian Airlines System: Meeting Customer Expectations” on p. 79, explain how each of the situation antecedents and firm-produced factors could affect customer expectations. Situational Antecedents Reason for purchase- SAS has decided to primarily focus on business travelers. Business people tend to operate on tight schedules, and there fore expect their flights to be on time. Consumer mood- Perhaps stereotypically, I tend to imagine high-ranking business executives to be more intolerant of things that leisure travelers may be more acceptable of. Weather- As mentioned in the chapter, bad weather has a large impact on travel conditions. All travelers generally realize that poor conditions will cause delays that are beyond the control of the airline. Time Constraints- In my opinion, this antecedent would have the most impact on a customers expectations of an airline. If a flight is scheduled to arrive at 5pm and
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WA05-A - Written Assignment: 05 Customer Expectations of...

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