The steps to close the gap among the level of passengers’ service expect and the levels they receive. The five variables of services are as follows: v Tangibles v Reliability v Responsiveness v Assurances v Empathy

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Answer 1

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Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

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Students have asked these similar questions

The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website. Some airlines are regularly on the top of the list, while others are frequently on the bottom of the list. What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?

Use the 5P model on a low- cost airline company

The airline industry has suffered recent setbacks, such as the highcost of fuel, which have forced the major carriers to cut back onmany of their services. Many airlines, like Delta and United, chargepassengers a fee for checked baggage. Spirit Air announced itwould charge for both checked and carry-on bags.37 Most airlinescharge for in-flight snacks or don’t serve any at all. Airlines havereduced the number of flights they operate to certain destinations,packing planes full to overflowing, and recent restrictions on theuse of frequent-flyer miles make it difficult to cash them in. Thenthere are the record-setting delays and lost-luggage claims. All ofthese factors add up to less-than-enjoyable flying experiences formost travelers, many of whom are opting to find other modes oftransportation or just staying home. Suppose you are a marketer forone of the major airlines. Your company is facing difficulty providing acceptable service to the passengers on its flights, but you needto find a…

Answer 2

Question

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Expert Solution & Answer

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Check out a sample textbook solution

See solution

Answer 3

Question

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Expert Solution & Answer

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Check out a sample textbook solution

See solution

Answer 4

Question

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Expert Solution & Answer

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Check out a sample textbook solution

See solution

Answer 5

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Answer 6

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Answer 7

Chapter 12, Problem 1EE

Summary Introduction

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Answer 8

Expert Solution & Answer

Answer 9

Expert Solution & Answer

Answer 10

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Answer 11

Ch. 12 - Prob. 1ALR Ch. 12 - Prob. 2ALR Ch. 12 - Prob. 3ALR Ch. 12 - Prob. 4ALR Ch. 12 - Prob. 5ALR Ch. 12 - Prob. 6ALR Ch. 12 - Prob. 7ALR Ch. 12 - Prob. 8ALR Ch. 12 - Prob. 9ALR Ch. 12 - Prob. 10ALR

The steps to close the gap among the level of passengers’ service expect and the levels they receive. The five variables of services are as follows: v Tangibles v Reliability v Responsiveness v Assurances v Empathy

Solution Summary: The author explains the steps to close the gap between the level of passengers’ service expect and the levels they receive.

Concept explainers

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy

Want to see the full answer?

Chapter 12 Solutions

The steps to close the gap among the level of passengers’ service expect and the levels they receive. The five variables of services are as follows: v Tangibles v Reliability v Responsiveness v Assurances v Empathy

Solution Summary: The author explains the steps to close the gap between the level of passengers’ service expect and the levels they receive.

Concept explainers

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive. The five variables of services are as follows: v Tangibles v Reliability v Responsiveness v Assurances v Empathy

Want to see the full answer?

Chapter 12 Solutions

To discuss: The steps to close the gap among the level of passengers’ service expect and the levels they receive.

The five variables of services are as follows:

v Tangibles

v Reliability

v Responsiveness

v Assurances

v Empathy