In your assigned readings, you learned about the pivotal role that employees play in customer satisfaction. Schneider and Bowen (1993) note that “both a climate for service and a climate for employee well-being are highly correlated with perceptions of service quality.” Schneider and Bowen learned in their research that employee experiences are affected by how customers experience the service. They further observed that customers play a vital role in the delivery of services by interacting with service employees directly, or by making use of self-service offers supported by technology.
For this assignment, consider the role of employees and customers in the airline industry. Complete these steps and submit your responses and final assessment in a 3 to 4-page document using current APA formatting. Include your overall assessment of your chosen airline’s ability to deliver a quality service involving both employees as well as customers.
Select one airline to analyze and identify at least five services offered by your selected airlines.
For employee role: For each service you identified, describe the following:
The role played by the airline employee in each service
Your impressions of intangibles such as customer orientation, apparent job satisfaction, and the apparent fit of the employee in the job in which the employee serves
Your impressions of the company brand as a result of the employee activities
Your impressions of the quality of the service delivered based upon your interaction experience with the employee
For customer role: For each service you listed, complete the following:
Identify the customers that are a focus of the identified service
Describe the role played by the customer in the delivery of the service
Identify and briefly describe the levels and characteristics of the participation of the customer in service delivery
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