Assignment Instructions/ Description
Directions: Review the case study “The Diminished Image of Airline Travel” at the end of Chapter 1 in your textbook. Then answer the following questions in a two page paper.
How has airline travel changed in the last decade?
How have the attitudes of both the internal and external customers changed?
What impact do these attitudes have on the business?
How could airline management change the negative impression of the industry?
What are some ways airline management could build successful partnerships with customers?
What impact has the change in the airline industry had on lost customers?
What are some tactics the airline industry have instituted to attract and retain customer loyalty?
What do you think the impact of continued lack of customer service has on the airline industry?
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