Service Marketing

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Question 1

The Covid-19 global pandemic has badly affected the airline industry. According to the

International Air Transport Association (IATA) chief economist, Brian Pearce, the airline

industry may lose up to $157 billion to coronavirus.

It has badly affected passenger confidence and recovery to the airline industry is expected to

take at least two to three years before confidence returns.

Examine the five (5) factors (in terms of: government policies, societal changes, business

trends, advances in technology and globalization) that have affected the airline industry in the

wake of the pandemic crisis.

(60 marks)

Question 2

Identify a full-service airline when answer this question.

Given the situation that people are afraid to travel and fly, your selected airline is determined

to improve passenger confidence to assure the public that flying with this selected carrier has

taken the necessary health and safety precautions.

Using the three-stage model of service consumption as framework, how can your selected

airline implement health safety measures to assure and improve public confidence to encourage

people to travel again.

(40 marks)

Answer(1)

MUSYOKIONES A+

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5 years ago

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