|
|
This is only a preview of the paper
Click here to register and get the full text.
Existing members click here to login
|
|
|
In light of the recent events that occurred at the Detroit airport, it is imperative that NWA Airlines (NWA) re-evaluate their service recovery strategies, or lack of, to mitigate the damage done to the organization’s reputation, and to ensure that the service failures that occurred are not repeated in the future. Based on data available on Flight 1829, and the service lapses that occurred on that particular flight, and the report prepared by the Department of Transportation should take into consideration the following recommendations:
Empower NWA employees and train them on service recovery strategies. ...
Seek feedback from passengers involved in the snowstorm. Due to the magnitude of the service failure that occurred, NWA has certainly lost many of the passengers involved in the snowstorm. Because of the combination of factors and events leading to the Detroit airport delay, the minimal level of service - or “adequate service” - that NWA would need to provide to recover these passengers is likely very high. ... Although the snowstorm, a situational factor, played an integral part in NWA’s service failure, it will not be enough to mitigate the effects that the other three factors will play on customer service expectations.
Approximate Word count = 949
Approximate Pages = 3.8
(250 words per page double spaced)
|
|
|
|
|
|