Delta Airlines Was Dissatisfied with Customer Reactions to Its Attempt

question 49

Multiple Choice

Delta Airlines was dissatisfied with customer reactions to its attempt to offer passengers their choice of cold deli sandwiches instead of the more traditional airplane meal.Its intent was to provide passengers with better food.Passengers saw the move as another way Delta was trying to skimp on service and save money.When trying to deliver service quality,Delta forgot to:

• A) Consider customer requirements
• B) Create a service blueprint
• C) Offer relevant employee training
• D) Consider the services marketing triangle
• E) Estimate production/quality tradeoffs

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Definitions:

Convergent Thinking

A thought process aimed at figuring out the most effective answer to a problem, utilizing logic and analysis.

Divergent Thinking

A cognitive strategy employed to develop original concepts by investigating a wide range of potential solutions.

Inductive Reasoning

A rational approach where a number of premises, believed to be true or usually true, are amalgamated to achieve a certain conclusion.

Mental Age

A measure of an individual's cognitive development based on the age at which typical individuals achieve a certain level of intellectual performance.