Reference no: EM131503998

Case Study Assihgnment

Please write a 5-7 pages' paper in APA format and cite the sources I provide at the bottom, and you can also find some additional sources if you need.

My topic is "Customer Service and The Airline Industry: United Airlines"

Outline:

There's an increasingly big problem with airlines overbooking flights. Hopefully, flight overbooking reached its apex with the horrible scenes of shouting and violence at Chicago O'Hare airport, as a United Airlines passenger was forcibly removed from an overbooked flight after refusing to give up his seat. Overbooking is a part of the customer service. I will focus on United Airlines to talk about the customer service in the airline industry.

1) Introduction

a) Background of customer service in the airline industry
b) Background of customer service in United Airlines
c) Introduce the recent overbooking incident in United Airlines

2) Findings

a) The voices from real United customers about their unsatisfying experience with United
b) The United Airlines debacle isn't about customer service. It's about the morality of capitalism
c) The problem with United Airlines customer service is due to the problem with CEOs, and leadership teams, that focus on "operational excellence" as a strategy
d) How United Airline could take customer service lesson from Delta
e) United Airlines made 10 customer service policy changes following the overbooking incident
f) What United Airlines should do to fix their customer service problem?

3) Conclusion.