Service encounter cathy Pacific
Introduction The thoughts and feelings of the customers¡¦ experiences before, during and after her flight with Cathay Pacific were documented in the report. Part 1 is the service encounter diary of a customer¡¦s flight experiences with Cathay Pacific. ... First experience recorded the customer¡¦s first flight experience on Cathay Pacific, while the ¡§N¡¨ experience recorded her overall feelings during her flight with Cathay Pacific. ... Part 2 is an analysis of the customer¡¦s overall satisfaction, quality and value judgments about the service provided in term of services theory and concepts. Part 1: Service Encounter Dairy Scenario: A 23 year old, Hong Kong girl, who is an oversea student studying her master course in Sydney, Australia. ... At June 2001, she departure from Melbourne Airport and traveled to Hong Kong for her first school holiday with Cathay Pacific. She joint the Asia Miles at that time ¡V the Travel Reward Programme for Asia - , which is one of the frequency flyer reward program of Cathay Pacific. At December 2003, she earned her first free flights from Sydney to Hong Kong on Cathay Pacific. ... Together with the safety leaflet, there was a Cathy¡¦s Magazine that provided me the information about the plethora choice of entertainment programmes. ... I am sure each of them has received a professional training in customer relations and service quality. ... The mango ice-cream became the dessert that I am looking for in my each flight with Cathy Pacific later on. ... And Cathy Pacific is one of their partners, I can easily earn my free flights. ... I was very satisfied with the services provided by Cathy Pacific. ... As I went back to Hong Kong twice a year (each time I choose Cathy Pacific despite the ticket fee might be higher than others airlines), I won my free flight with Asian Miles at 29 December 2003. ... One time, the entire in-flight entertainment system was temperately out of service. ... Cathy Pacific has never disappointed me. ... Being a frequent flyer of Cathy Pacific, I will join the Marco Polo Club. ... Also, I have forced my boyfriend to board on Cathy Pacific with me each time when travel to Hong Kong at school holiday. Satisfaction rating: (Using 5-point scale: 1 = very dissatisfied and 5 = very satisfied) Very dissatisfied Very Satisfied Overall Satisfaction with Cathy Pacific 1 2 3 4 5 Overall Satisfaction with In-flight assistants 1 2 3 4 5 (Using 5-point scale: 1 = unlikely recommended and 5 = highly recommended) Unlikely recommended Highly recommended Would I recommend my friends to choose their flight with Cathy Pacific?