Service Quality Between Internal Customers and Internal Suppliers in Essay

Service Quality Between Internal Customers and Internal Suppliers in an International Airline - Essay Example Flowchart A. Flowchart of front-end operations of British Airways B. Back end operations of British Airways Significance of service encounter Service encounter can also be described as the moment of truth. Service encounter happens when a customer comes in contact with the product or service of a company. It can also be defined as the consumer touch point. In the airline industry, there are many service encounters. Starting from information seeking for flights to exit from the destination, a customer is exposed to numerous customer touch points. These touch points can be categorized into the front end and back end. Booking and order taking The process of service encounter start when a customer is seeking information through various sources. These sources can be telephonic assistance, online websites and customer services. In this case, it is very important that the market established effective and easy means of communication so that information search will be easy and user-friendly. In order to make the customer decision-making process in favour of the company, it is crucial to have an effective advertising strategy. This strategy should include the product features, benefits and services provided by the brand. Searching and booking through online websites is becoming a popular trend in recent years (Gillen and Morrison, 2005). In order to maximize this opportunity, the website of the airline brand should be attractive, user-friendly and easily accessible on the internet. Even though the internet provides easy and cheap access to information, many times consumers expect additional information on ticket prices, flight schedules etc, in case of any changes. In this case, the service encounter is the customer and support services provided by the company. Order taking can be online or offline. Giving orders for reservations makes the journey easy and relaxed, without any hitches.

People have become more overly dependent on technology Essay

People have become more overly dependent on technology - Essay Example According to Spira (2011) technology has been well embraced by so many people in the world. This to some extent has both negatively and positively contributed to the development in various countries. All people depend on technology for several things. Technology has become a back bone to so many things in the world. Technology has been majorly been embraced in the transport and communication sector. Countries that have low level technology are termed as under developed countries while those with high level of technology are the developed countries. Most of the African countries are under developed. This is because of the few industries found in these countries. Klososky (2011) states technology has improved the communication sector to a larger extent whereby people are able to convey their concern to one another despite the distance differences. Communication has become faster, efficient and cheaper. All people can afford mobile phones which are widely used. Most teenagers have embraced Facebook and twitter which are providing easier mode of social networking. Technology has helped in the improvement of transport sector since there are many faster modes of transport that have been invented. Transport means such as aircrafts help someone to reach their destination very fast and easier this has improved the market sectors since perishable goods such as horticultural products can reach the market on time.