About this document
Quality Service Management in Airlines by Angeline Maquiso Sumaoy is a document available to read on EtoBox.
Eastern Air States implemented a new strategy focused on first class passengers that provided luxury amenities but cut services for other classes. This led to declining passenger numbers and satisfaction as other classes faced tighter spaces and reduced food quality. The airline president failed to understand customer needs across all classes and address complaints. To improve, Eastern Air States must thoroughly research customer preferences, address complaints to guide service improvements, and ensure equa
- Author
- Angeline Maquiso Sumaoy
- Language
- EN