Question

When its sales were declining, Canadian Airline conducted a marketing survey to understand the expectations of the business traveler, its target market. It learned business travelers resent that they are bosses in their own offices but are totally controlled by the airlines when they travel. Canadian Airline instituted gate-side business centers, shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops. By listening to its business travelers and providing the services they want, Canadian Airline's sales started increasing. What service recovery strategy did Canadian Airline use?
a. Learn from recovery experience
b. Respond quickly
c. Encourage and track complaints
d. Procedural fairness

Answer 1

Answer:

A. Learn from recovery experience

Explanation:

In light of this, service recovery is the choice an organization takes in response to help failures, with the point of changing the frustration of the client to fulfillment and in response to the longterm holding of these customers.

If an organization can eliminate service failures, they can figure out how to viably manage these failures, keeping up and upgrading their clients' fulfillment. A few touch points are not controllable by the carrier organizations; however, the aircraft is responsible for conveying the issues or defers that can happen while in the air terminal.