Canadian Airline did market research to determine the expectations of business travelers-its target market.It learned business travelers don't view air travel as a simple product but as a inconsistently performed sequential process that includes making reservations,checking-in,waiting,boarding,in-flight time and baggage pick-up.Canadian Airline diagnosed that a problem existed with its:
A) Service encounter sequence
B) Internal performance requirement
C) Diagnostic capabilities
D) Overall service quality perception
E) Service dimension gap

Question

Quizplus · Accepted Answer

The fact that Canadian Airline learned that business travelers view air travel as a sequential process and that a problem exists suggests that there is an issue with the service encounter sequence. The airline needs to focus on improving the overall experience of the process from the moment that a traveler decides to make a reservation to when they collect their baggage at their destination. Improving the service encounter sequence will help the airline to meet the expectations of its target market and result in higher customer satisfaction.

Canadian Airline Did Market Research to Determine the Expectations of Business