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:

Building Trust

The process of establishing confidence and reliability in one's character and actions among individuals or groups.

Organizational Structures

The ways in which a company or organization is divided and organized, including the distribution of roles, responsibilities, and authority.

Globalization

The process by which businesses or other organizations develop international influence or start operating on an international scale.

Negative Attitudes

Dispositions or feelings of dislike, opposition, or adverse judgments toward individuals, groups, or concepts.