When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent they are bosses in their own offices but are totally controlled by the airlines when they travel.Canadian Airline instituted gate-side business centers,shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops.By listening to its business travelers and providing the services they want,Canadian Airline's sales started increasing.What service recovery strategy did Canadian Airline use?
A) Make the service fail safe
B) Learn from recovery experience
C) Treat customers reactively
D) Encourage and track complaints
E) Act quickly

Question

Quizplus · Accepted Answer

Canadian Airline used the service recovery strategy of learning from the recovery experience by conducting a marketing survey to understand the expectations of its target market and then implementing changes based on those expectations.

When Its Sales Were Declining,Canadian Airline Conducted a Marketing Survey