Providing 15.000 credited miles on the Virgin Atlantic Flying Club is three times the amount of miles flown on the leg of the flight being complained about. This is payment for not only the flight but the stress of not having food for nearly eight hours that was palatable to the passenger. Again reverting to the perceived severity of the issue, opting to provide the 15,000 air lines is very low cost but very high perceived value, an excellent strategy for overcoming sever service recovery issues (Craighead, Karwan, Miller, 2004). Second, mailing the £100 American Express Gift Certificate in the letter written says that Virgin Atlantic is very sincere in its apology. In effect the Gift Certificate says that the discomfort of the passenger is so empathetically felt that now the customer can have an excellent meal anywhere in London they wish on the airline. Third, the call from Richard Branson seals the service strategy with accountability and transparency, two critical elements in any service recovery initiative (del Rio-Lanza, Vazquez-Casielles, Diaz-Martin, 2009). All of these factors must contribute to an over-balancing of the scales in the customers' perception if service recovery is to be complete (White, Yanamandram, 2007).
References
Christopher...
The appendixes. Answer number 3 The online community presents the reader with a multitude of information on how to write the business plan. A valid source in this sense is represented by Maire Loughran's article on the About.com website. Throughout this article, the author identifies a total of eight key elements to be integrated in the business plan. These refer to the next ones: The executive summary which states the objectives of the
Because cross-trained employees are more knowledgeable about the overall business processes of the organization, their conceptual understanding of the mission of their organization is enhanced by every incremental increase of their involvement and knowledge of its operations (Robbins & Judge, 2009). Beyond that element of increased involvement, the fact that cross-trained workforces tend to improve the morale and organizational connectedness of individual employees also contributes directly to organizational benefits
A favorite target for conspiracists today as well as in the past, a group of European intellectuals created the Order of the Illuminati in May 1776, in Bavaria, Germany, under the leadership of Adam Weishaupt (Atkins, 2002). In this regard, Stewart (2002) reports that, "The 'great' conspiracy organized in the last half of the eighteenth century through the efforts of a number of secret societies that were striving for
Mentoring Process in a Business Setting In most professions, the first years in a new position are fraught with uncertainties and problems. The need for supporting teachers and people in other professions was cited as far back as the Conant Report (1963). During the next twenty years, many attempts were make to put effective mentoring programming in place throughout the business world. This study will address the level of mentoring
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Individual Project Letter to Client The consulting project was a tremendous success, and it was wonderful working with you. I can only hope that you are continuing with the great work that we started. This report will discuss the project from my perspective, and provide you with valuable insights and context into the work that we have done over the past several months. The first section of the report describes the company and
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