Delta Airlines was dissatisfied with customer reactions to its attempt to offer passengers their choice of cold deli sandwiches instead of the more traditional airplane meal.Its intent was to provide passengers with better food.Passengers saw the move as another way Delta was trying to skimp on service and save money.When trying to deliver service quality,Delta forgot to:
A) Consider customer requirements
B) Create a service blueprint
C) Offer relevant employee training
D) Consider the services marketing triangle
E) Estimate production/quality tradeoffs

Question

Quizplus · Accepted Answer

Delta Airlines failed to consider customer requirements and preferences when making the decision to offer cold deli sandwiches instead of traditional airplane meals. This led to customer dissatisfaction and a negative perception of the airline's service.

Delta Airlines Was Dissatisfied with Customer Reactions to Its Attempt