Tag «Qantas flights»

Qantas Case Solution – A Customer Perception of Service Recovery Efforts

Qantas Case Solution - A Customer Perception of Service Recovery Efforts

Synopsis of Qantas Case This Qantas case reports a series of dissatisfactory service encounters for a business passenger returning on a Qantas 16-hour flight from Los Angeles to Sydney.  The case centers around Qantas service recovery efforts (or lack of) and the relationship between customer satisfaction/dissatisfaction (CS/D) and service quality.  Further, it demonstrates how repeat …