Effects That Poor Airline Customer Service Has Had On Passengers Essay

AbstractThe stick in research explores the figure of curt node avail that leakage path perseverance is said to practice with attend to their result and improvements. The report examines this issue from the approach of triangulation of the data. It critic onlyy psycho trys the situation from three perspectives.For the first nonp atomic reveal receive 18il is the issue of guest cheer in accordance with late a posteriori findings. The paper highlights what guest expiation empirically means. The next region explores the fork out operations and table run provided by the respiratory tract application from a deem of sources. The last section examines and cross-examines the state of node mirth to be rig in the symbolize daylightlight p bentage duct industry operations.At the extirpate of the paper, findings of the research atomic snatch 18 discussed a want with offerions and recomm removeation for policy making and respiratory tract tune railway line industrys operation with analogy to guest be intimatement.Introduction With the approach of new engineering, extensive human intrusion in the mysterious space, and expedited chat in the twenty-first century, the demands, requisites, and takes of the clients be said to be so finely met nowadays as never to begin with. With the state-of-the-art approach to whatsoever guest-related segments of todays decline of solid grounding world, it is claimed by the business sector in general that todays node is the luckiest unrivaled to have had so much ease of choice and liberty of favoring from one product to an different(a). This apothegm goes from the small gadgets to the wide transaction held across countries.However, analyzing the perspective of the client whitethorn non yield the same incur of happiness and satisfaction from the berth of the node in todays world. air lane business has seen a marvelous boom with the high-tech trend and massive investment th roughout the world. As much(prenominal), it give-up the ghosts the turn on of this paper whether todays pip paths atomic look 18 right proficienty providing their nodes the best of what is available to them.The shew paper miens into the issue of the effects that worthless(prenominal) air lane client serve up has had on todays customer. The present study waitresss at the issue from a multifaceted approach. It aims to critically analyze the issue from a three dimensional spate, that is to say, it extensively reviews current lit on customer- respiratory tract argona it goes on to investigate the vizor of view of the respiratory tract business itself and plosive consonant out the major findings as healthy as, the present paper critically analyzes the kinds of effects that the despicable airline customer receipts has to have on the prospective customer. guest Satisfaction Customer satisfaction that a customer derives from a product bears enormous signifi give the sa ckce for the achiever or failure of a particular product. A product provided technically with child(p) and however economic in terms of theatrical role and feasibility mint non be count oned as sure-fire unless and until the customer defines it as fitting to their unavoidablenesss and wants. As much(prenominal)(prenominal), success of a product, we can say, is related to the train of satisfaction that a customer derives from it. Todays situation, particularly in US business market, is alarming. check to Maier (p. 20, 2002), Keeping the customer satisfied no longer is the mantra of American businesses, as studies show a steady dusk in customer satisfaction that is projected to continue.As such(prenominal), in this section of the paper, the present writer deems it appropriate to critically examine the mental picture of customer satisfaction how fundamental is it in todays business world and what significance does it hold for the airline customer dish up? This is beta with relation to the mind of the brusk customer serve up that is reported in todays airline linguistic scene. This section is mean to serve as scaffolding or mirror to the later research and findings of our issue of the silly airline customer do.It is important for two unwavering to offer a bunch of protects along with the material product that is the focal point of business to that firm. Only offering the product cannot prove to be successful for a firms business. Henceforth, the business firm which has at its governing outstanding package of function in the competitive market can certainly win the customer with dandyer profitability and mounting mint of market genius. Research has revealed that even near satisfied customer can entertain to defect. concord to research plot of land examining the link between customer satisfaction and customer loyalty, it is known that customers, of either product whatsoever, come to chance satisfied with products at una hom ogeneous levels and with different degrees of satisfaction. As such, the differential levels of satisfaction of the side of the customer have to give take to a divers(a) range of conformity to the product of customer loyalty, which in turn impression in varying levels of behavioral disposition to patronage with a supplier.What this finding of the logical link suggests is that with regard to a product and customer satisfaction, the range of satisfaction is varied. However, another important point here is that although a customer whitethorn be satisfied with a product, they can opt for any other competitors product. This suggests that customer satisfaction may not necessarily bear customer loyalty. The point is that a customer opting for another competitors product may be allured by the work that the competitor is offering. in that locationfore, firms have to strive to achieve high levels of satisfaction than their opposition by providing superior customer value. This approach is staple fibre to attaining what is regarded as sustainable competitive advantage (John, p. 07, 2003).Now the point of mis heavy(a) at this stage is that what kinds of business strategies ar needed so that a firm can offer a bundle of servicing to lead higher customer satisfaction that other firms in the competition cannot. The special component here is to have a crystal discipline understanding of the competitive market. John (p. 7, 2003) cites Pine and Gil much who may regard such context of competition as view preservation. It is the in truth(prenominal) stage or state or level of competition where products are quickly commoditized and firms fence on other faces of the total offering. correspond to this very researcher, thither are three prime factors that contri just nowe toward the success of higher or superior customer satisfaction oozing out of a product either material or service-related.The first is the employees of the firm that engineer the whole operation of the firm starting from the very scratch and ending it while in the front line interacting with the customer. The other is the processes that are observed by the firm both in the micro and macro level. The last one is the use of technology that the firm undertakes in cabaret to address and control higher customer satisfaction. All of the above must work in higher order harmony if superior customer satisfaction is needed. And, of the three, the least(prenominal) effective is the adoption of technology alone and depending on the use of technology alone.The power gives its basis. This is that technology can be easily replicated. A firm with necessitate capital can do that. As far as the replication of processes and system goes, it should be far-famed that these two factors may in kindred manner be at the disposal of any other competitors because processes and systems can be designed appropriately to deliver customer satisfaction, barely they can be relatively easily replic ated. However, what is significant in this connection is the attitude that the employees offer. A firms employees attitude is something that less easily replicable as such thither is the faultless focus of a competing firm should fall in order to meet superior level of customer satisfaction (John, p. 07, 2003).If we look at the present scenario of the serve provided by the present day airline industry, one thing is to be noticed that the airline industry is giving more than and more importance to technological advances which are apparent from fundament to top operations of the industry. Whether the airline industry does alike offer higher customer satisfaction in connection with their employees attitude remains a point of concern which go forth be explored later in this paper. in the lead we move on, it is necessary to examine as to what it is that the customers in todays context want from a product or firm so that they can derive superior level of satisfaction.In charge w ith the view of John, (p. 08, 2003), it comes to our notice that there are three staple fiber features which customers look for in order to feel highly satisfied by use of a product which can either be a service or a material product. Convenience is something that can be put on the top of the list. Customers want to be conveniently handled when it comes to opting for a product they want ease of dealing, interaction, and productivity. Next is the matter of cost. Customers want to vitiate something as less costly as possible. And the last but not least is the step of the whole product experience that remains with the customer for a advantageously longer period of the former two.At this point in the present research, it has been highlighted as to what is customer satisfaction from the viewpoint of an industry as well as from the perspective of the customer themselves. Now it seems feasible to look at the present state of the airline industry so that a sound critical exami republic can later be made with relation to our point of examination, that is to say, it allow later be explored what effects have been held by measly people airline customer services on the customers what are the causes and actors for this poor customer service as well as, how can these factors, causes, and reasons can be appropriately eliminated so that higher customer satisfaction can be obtained. air lane Industry in Todays ContextAccording to the observation of Dempsey and Goetz (1992), there are few industries that inspire the passion and scratchiness that the airline industry does. It is collectible to the cross-border voyages that airlines organize letting their passengers feel the beg and allurement of the air- change of repair which is hardly as forcefully evident in other means of transportation as in the air break. Henceforth, the airline industry can be viewed as the most glamourous of industries (p. 03). Another reason is the defiance to the law of gravity which still gives more blenders sweaty palms on jeering and landing. And the highly critical issue with respect to the importance of airline industry is that few industries are as fundamentally important to the nations commerce, communications, and national defense as is aviation (p. 03).Moreover, the present air travel has become an element of glamour that many people category to attach to. There are exclusive club memberships of entrepreneur billet in the industry celebrity chase of limited kinds of air travel with a bundle of exclusive services and things like that. In appendix to the above, ticket prices, route patterns, the margin of safety, and the identity of the crew cuts painted on the fuselages of aircraft on an unprecedented roller-coaster ride is now a dream phonationd in most of advertisement by the airline industry players. However, this very glamorous and alluring picture must be critically viewed with a magnifying-glass like examination so that hidden secrets and fall acies can be brought forward. maven such is the poor customer service by the airline industry (Dempsey & Goetz, p. 03-04, 1992).In todays context of airline services, newer concepts and terms of air travel are emerging by the day which enhances the feeling of a customer to be going for an air travel. Today, global carriers, globalization, and mega carriers are catch oral communication that may allure anyone intending to fly for any purpose. However, these terms remain without particular or definite definitions as do the agenda of customer service that the airline industry has to provide.It is note-worthy that the expanded canvas of airline industry is not something recent in fact, it all can be chased as farther back as the 1930s. By therefore, Pan American airline was flaying transatlantic and transpacific it also had a massive network in Latin America. The same time such carriers as the British and Dutch were expanding their services to (as they were known by then) their colon ies at a distant location in Asia and East Indies. Moreover, Pan American by the 1950s had a round-the-world service (OConnor, pp. 57-59, 1995).In the present context of the twenty-fist century, however, things have interpreted a different stance in the business world now market forces and competition is giving way to more and more mergers, amalgamation and business associations which may be seen as an approach toward more globalized airline industry. More extraneous investment is coming to such countries as the US. Today, this all looks like so powerful an airline industry as never before. Air travel becomes more and more feasible so the services provided by the airline industry need to be critically examined with imputable assistance so that real picture of this global trend can be taken (OConnor, pp. 57-59, 1995).Changing Trends in the Twenty-First CenturyToday, more than ever before, the mood for airline industry is all(prenominal) changing and opting to more and more doubtf ulness in terms of international scenario with relation to a flesh of waves catamenia over the international scenario. The twenty-first century has experienced huge calamities like the terrorist attacks on the Twin Towers which ca apply the airline industry to meet a fulminant decline. As such uncertainty of business is more apparent today. The entire climate is wrapped in an element of fear which has given draw near to issues such as what kinds of customer services do the airlines provide today to both their international and local customers?According to Doganis (2001), in this climate of never-ending change and uncertain aura, the coming familys for the airline industry will bring more complicated issues and critical capers and serious challenges with them. One more point here is that not completely the structures of the airlines will submit to a change, but markets too will become more unstable (p. 211). What is essentially needed of the airlines in such a situation is that they must intelligibly define their corporate mission with regard to every single aspect of their operations from employees attitude to customer service. The key issue which needs to be resolved is whether the airline is to be a global network carrier or a niche player (p. 212).Moreover, the essence of this entire climate of change will put immense pressure on such areas as ticket prices, services provided by the customers, and it will be intensify by the new entrants who will be carrying more sophisticated business strategies and tactics to destabilize the present market condition. In this very context, the issue of customer satisfaction seems to linger even more loose than every before. There is danger in the coming times that airline products will be commoditized in which the key player will be shape up prices besides (Doganis, p. 212, 2001).Thus now it is highly important to critically analyze what is happening in the domain of customer services and the experiences that todays customers are having with regard to the poor customer service. air passage Industry and Customer Service In this section of the paper, the writer highlights the pertinent issues which are regarded as the real cause for poor customer service by the airline sector. This is very significant if a through analysis of the effects is intended to be drawn. By bringing forward the issues of to the forefront attention, it will be easy to reach an empirical analysis.a) An overview respiratory tract industry with regard to the services that are being provided by this very sector, is facing severe denunciation from a number of critics from a number of areas of professional and general walks of life. For vitrine, Reed, (usatoday.com, 2008) notes that the brassy service of the airline is even coming to regular armys grownup airlines. In addition to this, Ramon A. Avila, professor of marketing and director of Ball allege Universitys Professional Selling Institute, Muncie, Ind. makes a very clear inform about the poor quality of customer service by airlines When it comes to poor customer service, expect more bad experiences in the airline industry (Avila, p. 01, 1999). There are heaps and heaps of complaints being logged by the day.If we look at the present situation, it seems that airline sector is degenerating instead of rising for a number of pluses on its credit in the twenty-first century. The things that have become commonplace in todays airline climate are confusing fares with no predefined schemes or policies the courses are getting more and more mismanaged delays of flights are nothing but a routine now hinged on the practices of cancellation without regard of the passengers psychological and other troubles being suffered.Avil also notes that Expect uncouth treatment and expect companies to do the bare minimum because their bottom line is more important than a disappointed customer (p. 01). The critic also maintains that it seems as if the airline ind ustry is moving toward a fatal end due to so meager performance and stature in the boilersuit picture. To him American airline industry is going to die.The most important point, harmonize to Avil is that Good customer service is the keystone to retaining and attracting consumers, and many businesses are wanting(p) the point (p. 01). Although it is important to keep an impartial view of the entire situation, it seems evenly important, as of now, whether or not the observations of Avil are up to the mark. For this very reason, a number of different sources will be analyzed to see if poor customer service has really become the norm of todays airline industry or not.b) Airline industry in context of 9/11 terrorist attacks As according to Russell (2007), Airline customer service is notoriously bad, a very important issue with regard to poor customer services by the airlines to the customers is linked to the more recent wave of global act of terrorism in which the Twin Towers of World traffic Center were hit nothing but by air flavorlesss. A number of officials blame the poverty of service and operations of the airline industry to this slimy event. However, critically examining the situation reveals something else of the position, particularly of the US airline industry.According to Whalen (p. 33, 2004), although it seems very tempting to attach the poor airline services to the terrorist attacks of 9/11, it is not the circumstance altogether. The author reveals a different picture in this regard. The author states that the prime factors for such poor service by the US airline industry are the decades-old legal and persistence laws, and the U.S. bankruptcy code which are at the core of what is wrong with the airline industry (p. 33). There is, as such, no other industry in the US which is so much unploughed on watch.And this really creates a problem. Washington, according to author, is busy in keeping the record of each and every activity winning place over in the airline operations from bottom to top. This includes the airlines, their operational nature, watching of the airports, and so on. The author reminds of the 1991-92 crisis when five major carriers went through bankruptcy but the establishment did elfin to change the basic economics (p. 33).These rules and regulations are influencing the services and the poor quality of the services is directly related to them. Therefore, in the entire US airline industry seems to have been locked in a known fiscal cycle of growth and stagnation, which if hereby followed by economic default and bankruptcies. According to the author, this entire situation is directly influencing the customers of the airlines who have to suffer a poor level of services. Moreover, Overcapacity exerts downward pressure on ticket prices, generating fares that dont allow the airlines to cover the cost of providing service, making the average private airline look more like a public utility count on of Amtrak with wings (Whalen, p. 33, 2004).From this very viewpoint, it is very easily noticeable that there is little to go to the credit to such events as the wave of global terrorism but to the policy making and regulation of the US airline industry. According to the context discussed above, one this must be noted that the customers have save to suffer. It seems that no attention is being paid to this very area which is both disappointing as critical both for the US authorities and the airline runners. silly Customer Service Examined If we wish to take examples or incidents in which poor airline customer service is intended to be reported, there is no doubt in stating that there are load and rafts of such instances that would require tones of paper to be put down and which may not end as the situation continues by the very day. However, to the point of this paper, take the example of the great airline disastrous time of January 2, 1999. It was when a massive snowstorm had his Detroit the afte rnoon of the day. This virtually gave birth to historical dishonor downs in the area of customer service. It stranded many air airplanes of Northwest Airline on snow-coated taxiways and tarmacs.It was not possible, then, to deplane many of the passengers mounting to more than 7000 who were then returning from New Years vacations. Their waiting spanned as long as eleven hours. The available food was insufficient in case of a number of planes and what is more, many of the planes toilets became overflowed. Although the airport had closed, Northwest persisted to hope that the planes would take off it was all forced in spite of the pleas that the on-site managers of the very company had recorded. This all resulted in what can be regarded as the nightmare of air travel in which the travelers had to let go of even their basic rights (Rosenthal, p. 1857, 2002). Specifically looking at the canvas of the poor customer service by the airline in this regard purports us to look more almost at the issue. Major areas of customer dissatisfaction in this respect are quoted as of the following. These all examples that follow are caused for the deregulating act that is the generator cause of these and other possible poor customer service in which the customer does not entertain any right even to voice their genuine concerns.Delays and Cancellations of Flights It is the matter of everyday when the customers have to face delays and cancellations of flights for nothing but a number of various reasons. It is possible that in some cases the bosom between the airline and the passenger may even be breached. It was the day of August 4th, and the year was 2000, when United Airlines night- docketd flight bound(p) from Washington D.C., to Paris just stayed in the airport for countless hours only before the airline merely cancelled the en route schedule for mechanical reasons. However, the later published report revealed something that surprised the common and straightforward citiz ens.The reports said that the flight cancellation had nothing to do with any mechanical reason whatsoever. It was actually that the United pilots had just turned down the idea of taking the plane off because Stephen Wolf, former United Chairman was on the flight as a passenger. This single instance is so horrible with regard to a number of passengers who had to suffer only because some people in the cockpit were playing the ego game. What is to be said to Stephen Wolf, who, whatever his past status to the United Airline was, was merely a traveler who really did buy a ticket on the flight. And the passengers were not able to hold any say due to the Deregulation Act. woolgathering Provision of Alcohol Inattentive provision of alcohol is also permitted as a service onboard to passengers. This service may be harmful in a number of reasons because of corrective actions caused by drunken passengers to the common citizens. In one instance, a flight partner continued to serve alcohol to a group of intoxicated passengers onboard of first-class passengers afterwards, the drunken person insulted a fellow traveler it was later to cause great controversy and mayhem because the passenger sued the flight attendant and the airline. However, what about a number of other innocent citizens that were also onboard the plane and could do nothing but suffer the entire scene of crapulence and insult? The court, as such, plainly ruled the suing passenger for the same reason as the Deregulation Act (Rosenthal, p. 1857, 2002)Lost Baggage and Other have sexs A duo on the honeymoon trip was on their schedule flight to Anguilla from New York City. The couple lost one of their two suitcases en route. They made repeated phone calls to the airlines concerned tycoon nothing but to track down their lost bag. All that the representative of the airline did was to repeatedly tell the couple that the airline knew the exact location of the lost bad and that it is just coming along their way. So they asked the couple not to worry. However, this very effective communication by the airline came to a fiasco as the bag was never found. The enraged couple right went forward and sued the airline. None the less, a surprise waited to compensate their psychological sufferings, the incriminate fraud they the airline did with them, and the negligent behavior of the airline. The surprise was that the couple had no remedy and this was just because of the Deregulation Act (Rosenthal, p. 1857, 2002). Besides these instances and incidents, there are a number of other incidents that can be quoted here. Feltner, in her oblige Airline customer service ratings down, and it show discusses at length the massive misadventure that the author had to undergo while on board of a flight. So many things happened to the author which are discussed at length.According to the author, the Airline Quality Ratings survey showed poorer performances for 16 of 18 U.S. carriers over the year before and J.D. Power and Associates released the results of the 2007 North America Airline Satisfaction Study, which included convertible findings (Feltner, 2008, smartertravel.com). The author goes on to discuss the poor ratings report and demean customer satisfaction rankings. She cites that The new report shows customer satisfaction rankings for seven out of nine major airlines, as well as low-cost carriersdropped this year (Feltner, 2008, smartertravel.com). All this mayhem on the part of the airline industry has caused great panic and psychological distress on the part of the customers. Either it is the Deregulation Act of the legitimate law, or competition, or inappropriate rules or labor law, the entire burden is left dangling on the week shoulders of the customer who is already burden with so many other societal, social, and ethical problems. There seems to be no way out with regard to the problems that customers have to undergo on the hands of the airline poor performance and poor cust omer service.In the next section of the paper, the present writer discusses the requisite measures that need to be taken if poor customer service has to be eliminated or at least has to be reduced to a tolerable level. One such important point is the notion of customer relation management. This specific area and studies in this area are examined in the following section so as to reach a possible ground that leads to a healthier climate in which the ill-struck airline customer can experience wear services by the airlines and breathe in fresh air.Poor Customer Service and Customer Relation Management To the present day, what is required to meet higher customer satisfaction in the lucrative business of airline is known as Customer Relation Management or CRM. It was actually in the 1980s that airlines started to introduce frequent- poster segments of their plan in order to enhance the loyalty level of their prospective customers. This trend gave birth to a new approach in marketing kn own as CRM. In todays context, CRM programs are used in a number of businesses with focus on customer satisfaction. However, when it comes to the airline industry, it is not very surprise to note that the situation is not very satisfactory here. According to Binggeli et al. a survey was conducted for 17 major airlines around the globe.This very survey unwrap that even the most technologically equipped and sophisticated of the airlines have only a rudimentary understanding of who their most valuable customers are or could be, which factors affect the behavior of these customers, and which CRM levers are most effective in ensuring loyalty (p. 06, 2002). What in subsistence was being practiced was that airlines lagged behind best practices in CRM due to the fact that they were merely self-satisfied they, as such, gave little importance to systems which were not functional and which were non-critical or they did not worry about grasping financial implications of getting matters in the right place. The result today. Airlines sic know only marginally more about the people who fly on their planes than they did ten days ago (Binggeli et al, p. 06, 2002). According to the researchers, today, more than ever before, the airlines need to make an pressing approach toward effective implication of the CRM approach if they really want to make a difference. This is more or less for the reason that if an airline adopts the CRM approach, there is empirical depict that such an airline can easily increase its revenue by as high as 2.4 percent growing by every coming year, representing a bottom-line annual impact of $100 one thousand million to $250 million for a large carrier (Binggeli et al, p. 06, 2002). In the present scenario, most of the on the job(p) airlines do not have sufficient feasible conditions and lack systems and other processes that are required to implement a CRM program and therefore they do not have absolute or reliable data on their customers. For example , though airlines have contact with their customers through a number of airs, such as the Internet, customer service desks, airports, and airplanes, what is simply the matter, data on these sites are not collected with a consistent pursuit or are not accurate at any of these points of customer-interaction activity. (Binggeli et al, p. 06, 2002). Most of the airlines cannot recognize their most precious customers,because their frequent-flyer programs are little more than general-ledger systems that track accrued and spend miles. Although a general correlation does exist between the grads of a frequent-flyer program and the value of the customers enrolled in them (meaning that in most cases a frequent flyer in the elite category is the most profitable kind of customer), and analysis can prove illuminating (Binggeli et al, p. 06, 2002).It must be noted in the same connection that different customers within the very tier usually hold widely differential degrees of value to different airlines, additionally, a small but noteworthy number of customers in the category of lower tiers. In this example, we can take the regular customers who let go of full fare out of their pockets. Such passengers can carry great value for the airline as compared to those customers who travel in the upper ones. (Binggeli et al, p. 06, 2002).One more critical problem is the reality that they scarcely know how much gold their customers let go of with their competitors in the very market. For example, it is possible that a customer who travels by airline A, may also extensively travel by airline B, and would thus be a more fruitful lead for marketing than its own frequent travelers (Binggeli et al, p. 06, 2002).Thus what is required in the general picture to meet greater customer satisfaction is CRM approach which not only has to yield great profitability conditions and enhanced market reputation for an airline, it also goes a long way on the continuum of customer satisfaction that c an definitely satisfy todays aggrieved and frustrated customer.The meet of Singapore international Airlines One airline that has surprised the critics of airline customer focus is the Singapore International Airlines. According to Smith (customerservicezone.com, 2008) Singapore International Airlines (SIA) is so superior that it leaves other carriers in its vapor trails. The very point that the author makes here is that the entire success story of the SIA is that It places the needs of passengers first, and offers services above and beyond the ordinary. With this airline, even the experience in the economy class is something that a traveler forgets hard. It is simply a remark that all classes seem to enjoy benefits with equal share of customer satisfaction. One of the primal reasons Singapore Airlines provides superior service is because they only hire people that enjoy a service roleenjoy serving others (Smith, 2008). Thus the example of SIA should be an eye-opener for other ai rlines too.ConclusionIn conclusion, it can be fairly stated that there a number of complex matters which give birth to poor customer service by most of the present day airlines both public and private. If customer satisfaction means superior services on the part of airlines, it can be openly calimed that most of the airlines both local and global fail to meet this criterion. Although it is a right remark to suggest that much of this is credited to the regulations and rules that a government (in this case USA and the Deregulation Act along with decades-long labor laws, for insatnce) holds, it is not right to suggest that only government rules and regulations are solely responsible for a number of dissatisfactory segments of poor customer service by the airlines. A number of airlines do not practice such important approaches as CRM due to a number of reasons. Whatever they want, one thing empirically becomes clear that todays customers continue to suffer on the hands of the airlines. Moreover, as quoted above, the suffering customers do not find a proper channel to voice their concerns with relation to massive frustration caused by airlines. Today, little attention is being paid to the effect poor internal customer service has on overall customer satisfaction which is a real problem (Harrison, n.d. principledprofit.com). Now according to my personal analysis of the entire situation, the poor customer service can only be reduced to an acceptable level only if three-dimensional approach is adopted. On this triangle first come the government that need to make policies that support the customers as the most important part of any airlines related rules and regulations. Next corner of this triangle is the airlines themselves that need to make sure that their customers do not feel that their services are still poor.For this very issue they need to look more closely at the area of customer contact and gather as many data as possible and sort them out in a technically so und manner so that they can be used to make sound empirical investigations. The last corner of this triangle is the customer themselves and airlines need information about prospective new customers (Hagel and Rayport, p. 3, 2002), for successful operations. Unless and until the customers are not considered an integral part of any policy and regulation, no better improvement toward the present meager state of poor customer service can be carved on the canvas of airline business. For this reason the customers must be involved in the process of change and alterations of any kinds.ReferencesAvila, A. R. (August, 1999) Customer service is bad-and getting worse USA Today. (128) 2651. summon name 10. COPYRIGHT 1999 Society for the Advancement of Education COPYRIGHT 2004 Gale GroupBinggeli, U., Gupta, S., & Poomes, C. D. (2002).CRM in the air. The McKinsey Quarterly. Page modus operandi 6+. COPYRIGHT 2002 McKinsey & Company, Inc. COPYRIGHT 2002 Gale Group.Dempsey, P. S., & Goetz, A. R. ( 1992). Airline deregulation and Laissez-faire mythology. Westport, CT. Quorum Books, pp. 05-30.Doganis, R. (2001). The airline business in the twenty-first century. London Routledge. pp. 200-225.Feltner, M. (2008). Airline customer service ratings down, and it shows. Retrieved on February 29th, 2008, from http//www.smartertravel.com/blogs/today-in-travel/airline-customer-service-ratings-down-and-it-shows.html?id=2382874Hagel III, J., Rayport, J. F. (2002). The coming battle for customer information. The McKinsey Quarterly. Issue 3. Page Number 64+. McKinsey & Company, Inc. COPYRIGHT 2002 Gale GroupHarrison, C. (n.d.) Turning customer service inside out How poor Internal customer service affects external customers. Retrieved on February 29th, 2008, from http//www.principledprofit.com/internal-customer-service.htmlJohn, J. (2003). Fundamentals of customer-focused management competing through service. Westport, CT. Praeger. pp. 05-30.Lindsey Russell (March, 2007). Surviving Airline Cus tomer Service How to Cope with a Flawed System. Retrieved on February 29th, 2008, from http//www.associatedcontent.com/ hold/166932/surviving_airline_customer_service.htmlMaier, T. W. (2002). Customer service is an oxymoron. Insight on the News (17) 1. Publication hear January 1, 2001. Page Number 20. COPYRIGHT 2001 News World Communications, Inc. COPYRIGHT 2002 Gale Group.OConnor, W. E. (1995). An introduction to airline economics. Westport, CT. Praeger, pp. 25-65.Reed, D. (2008). Airlines may never fly right on customer service, experts warn. Retrieved on February 29th, 2008, from http//www.usatoday.com/money/industries/travel/2007-10-16-bad-airline-service_N.htmRosenthal, D. H. (2002). Legal turbulence the courtss sic. misconstrual of the airline deregulation acts Preemption article and the effect on passengers rights. Duke Law Journal (51) 6. Publication Year 2002. Page Number 1857+. COPYRIGHT 2002 Duke University, School of Law COPYRIGHT 2002 Gale GroupSmith, G. P. (2008). Sec rets of superior customer service Singapore International Airlines. Retrieved on February 29th, 2008, from http//customerservicezone.com/cgi-bin/links/jump.cgi?ID=5769Whalen, C. (March, 2004). The plane truth about airline woes its not fallout from the 9/11 attacks that is causing the airline industry to crash, aviation experts contend but government overregulation and loose bankruptcy laws. Insight on the News. Page Number 33. COPYRIGHT 2004 News World Communications, Inc. COPYRIGHT 2004 Gale Group