Management Research Paper (Airline Business)

Airline Customer Service

Introduction

As the world becoming more affluence, travelling around the world has becoming a lifestyle for most people. People travel for various reasons. In the modern society, the communication between different countries has drastically improved. People are able to do business with each other from all over different countries. Therefore, more people are providing this mode of transport. This lead to more competition and the thing that set every airline apart will be their customer services.

Customer service is not just providing the customers help that they need. It is also providing the convenience that a customer required. Currently, most arlines are providing online services to facilitate the process of checking in and booking of tickets. No doubt human resources will still be needed to operate the daily functions of an airline. For example, cabin crews to service the customers on board. Technology might be speed up the process but human resource is still needed to provide services that technology cannot replace.

Through this research, I will be able to find out the importance of customer servicing, how this will affect the company when customer service is not maintained and the solutions of the bad customer services. I will use the data available and to draw up a conclusion for the sample question below.

Sample Question

How do customer services help to create a new level of customer’s experience?

Sample Research Objectives

· To determine what are the main factors that will affect an airline’s reputation.

· To find out what is the academic literature has to say about customer service and customer’s experience.

· To understand the relationship between customer services and customer experiences

· To find out what are the causes and problems in customer services and do further research on how to solve it.

· To find out the importance of customer servicing

Outline Research Methodology

1. Formulating the Research Problem

2. Extensive Literature Review

3. Developing the objectives

4. Preparing the Research Design including Sample Design

5. Collecting the Data

6. Analysis of Data

7. Generalisation and Interpretation

8. Preparation of the Report or Presentation of Results-Formal write-ups of conclusions reached.

(obtained from http://www.ihmctan.edu/PDF/notes/Research_Methodology.pdf)

List of Academic Literature

1. http://www.airlinequality.com/Surveys/Psngr-SVY.htm

2. http://www.lindaswebs.org.uk/Page3_Orglearning/Resmeth/ResMeth.htm

3. http://simpliflying.com/2009/three-lessons-in-customer-service-for-airline-brands-from-ron-kaufman/

4. http://www.businessweek.com/magazine/content/07_10/b4024001.htm

5. http://www.airlinequality.com/