Given scenario: The case deals with the relationship between the passengers and the airline industry. Higher fares, employee rudeness, and inconvenient scheduling activities are the disturbances which would be experienced by the customers before getting to the airport. The feelings of frustration and helplessness grow among the customers, as the service complaints registered by the customer increases. However, the airlines stated that they need to charge for extras rather than offering it as a service to stay profitable. Even though it is true for some firms in the industry, they should get it right. To determine: The factors that are controlled by airlines and the factors that cannot be controlled by airlines.

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Chapter 7, Problem 7.24C

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Given scenario:

The case deals with the relationship between the passengers and the airline industry. Higher fares, employee rudeness, and inconvenient scheduling activities are the disturbances which would be experienced by the customers before getting to the airport. The feelings of frustration and helplessness grow among the customers, as the service complaints registered by the customer increases.

However, the airlines stated that they need to charge for extras rather than offering it as a service to stay profitable. Even though it is true for some firms in the industry, they should get it right.

To determine: The factors that are controlled by airlines and the factors that cannot be controlled by airlines.

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