Sign In
Not register? Register Now!
Essay Available:
Pages:
2 pages/≈550 words
Sources:
1 Source
Style:
APA
Subject:
Business & Marketing
Type:
Case Study
Language:
English (U.S.)
Document:
MS Word
Date:
Total cost:
$ 9.72
Topic:

Poor Treatment and Deterioration of Customer Services on United Airlines

Case Study Instructions:

Note: Assignments are subject to change during this course by the professor
Case Study: HBR Case Study: David Dao on United Airlines
Grade: This assignment is 70% of your final grade.
Canvas Attempts: You will have 2 attempts to submit this assignment in Canvas. The most recent submission will be graded.
Deliverable: Use Microsoft Word only. Pages will not be accepted. 3 pages maximum. This paper is single-spaced using 11-point font Ariel ONLY. Do not use any other font.
Case Study Prep: To prepare for this assignment, read the questions below and then skim the case once to get an overview. Afterward, re-read the case more carefully for details so you can answer the questions completely.
The purpose of the case is to understand the critical issues while eliminating any extraneous details. Like real business situations, the cases give you more information than you need. You need to understand what information is relevant for a given context.
Make sure you are not using any outside material to help you with this case. Use only the facts given in this case and what you understand from class readings and discussion. Do not surf the web for outside answers, look at other sources, or share your work/collaborate with other students in the course. This is an independent assignment and as the honor code applies suspected similarity in work will be referred to the Academic Integrity Committee (AIC).
Some of these questions, like in real business situations do not have clear answers but require you to develop a position and argument that can be defended to defend your position. However, there are answers that are better reasoned than other answers.
Make sure that you can FACTUALLY defend your answers using facts from the case
In a variety of industries, we use quantitative and qualitative proof if available in the case to make a case. Therefore, cite facts from the case to draw conclusions and recommendations. This means you're required to use APA in-text citation and referencing in your submission. Incorrect APA use or a Turn It In similarity score of 15% or higher will be flagged and reviewed for plagiarism by the Academic Integrity Committee (AIC).
Question
What happened on UA flight 3411 and what were the causes of service failures?
What service expectations do customers have of Airlines such as UA? How did these expectations develop over time?
What steps can UA take to rebuild its tarnished brand image?

Case Study Sample Content Preview:

United Airlines Case Study
Student’s Name
Professor’s Name
Institutional Affiliations
Course Name and Number
Due Date
United Airlines Case Study
The case study reveals poor treatment and deterioration of customer services on UA flight 3411. The incident that transpired in April 2017 reflects the company’s lack of restraint to violate the rights of its customers and its inability to remain organized or find alternatives for solving its self-made problems. For instance, the day’s events demonstrate that the customers did not cause the service failure. Each individual booked a ticket based on their travel plans, and UA’s logistical incompetence led to overbooking (Puri et al., 2018). Although the company tried to solve its issue by offering a compensation of $800, the approach was not enticing for any passage, meaning their need to travel at the time was more important. As a result, identifying and disembarking four passengers was already an inconvenience and an illustration of the poor services of United. The scenario worsened when the employees violently ejected one of the identified victims, causing bodily injury. This incident illustrates that the company has minimal respect culture for its clients because the management assessed other enticing approaches to find volunteers rather than resulting in victimization and abuse. As a result, the ensuing apologies by the CEO, Oscar Munoz, were inconsequential since the damage had already occurred, inconveniencing and harming customers.
United Airlines is a firm that has been in operation for decades and understands the service expectations of its customers. Puri et al. (2018) indicate that clients have a high perceived value that they should receive distinguished services from such a company. For instance, the passengers expect the crew to treat them respectful...
Updated on
Get the Whole Paper!
Not exactly what you need?
Do you need a custom essay? Order right now:
Order

👀 Other Visitors are Viewing These APA Case Study Samples:

HIRE A WRITER FROM $11.95 / PAGE
ORDER WITH 15% DISCOUNT!
Order Now