Measuring and Managing Customers´ Expectations in the Airline Industry

Essay aus dem Jahr 2011 im Fachbereich BWL - Offline-Marketing und Online-Marketing, ( Atlantic International University ), Sprache: Deutsch, Abstract: Understanding and well managing customer’s needs and expectations is very critical for a service-oriented organization like an airline because it protects against customer’s dissatisfaction. After customers’ needs and expectations are well identifi...