Many companies have experienced service issues along the road of success at one time or another. A blueprint is a very useful tool, "not only for operations managers but also for the marketing managers"(Hoffman & Bateson, 2011). Sometimes no matter how well of a system a business may have the company must also prepare for service issues and quality assurance. If American Airline (A.A.)s, like many other business did not have service issues they would not have found what needs approval with in the company. American airlines, have several service issues such as; conflict at the Chicago airport, the CEO of American Airlines face internal struggles and then losing another top executive to a competitor's airline. These area few of the issues and
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The most current issue that Parker, has is dealing with is a pilot union that bluntly discussed their concern about having, "lost confidence in Doug Parker and his management team's ability to successfully lead American Airlines" (Reed, 2017). The union has questioned his judgement about the satisfaction of customers and the performance of the company. Parker has several service issues internally and externally with the company. Internally, "flight attendants staged demonstrations at Fort Worth, TX headquarters and three hub airports" because they have been unhappy with the 2013 merger with United States Airways. The external result is to passing this tension onto the most important factor, the customers. The size of the company can also speak volumes to the consumer. There will always be different meanings to several markets. Some consumers see a large company as more of an established company and some visualize it with, "importance, power, success, security and stability"(Hoffman & Bateson, 2011). There are also some customers who see a larger company as the complete opposite which is, "impersonal and uncaring"(Hoffman & Bateson, 2011). The merger of the US Airway and American Airlines still has a long road to recovery in order to continue to have one of the leading airline companies in the industry. American Airlines, have had service issues that affected its profits and employees and customers. Internally American Airlines have lost several upper level management executives. Parker has done what he felt will please the employees and customers but he still continues to have a vital part of his management team to leave due to extenuating circumstances. Under the direction of Parker he has lost another
The most current issue that Parker, has is dealing with is a pilot union that bluntly discussed their concern about having, "lost confidence in Doug Parker and his management team's ability to successfully lead American Airlines" (Reed, 2017). The union has questioned his judgement about the satisfaction of customers and the performance of the company. Parker has several service issues internally and externally with the company. Internally, "flight attendants staged demonstrations at Fort Worth, TX headquarters and three hub airports" because they have been unhappy with the 2013 merger with United States Airways. The external result is to passing this tension onto the most important factor, the customers. The size of the company can also speak volumes to the consumer. There will always be different meanings to several markets. Some consumers see a large company as more of an established company and some visualize it with, "importance, power, success, security and stability"(Hoffman & Bateson, 2011). There are also some customers who see a larger company as the complete opposite which is, "impersonal and uncaring"(Hoffman & Bateson, 2011). The merger of the US Airway and American Airlines still has a long road to recovery in order to continue to have one of the leading airline companies in the industry. American Airlines, have had service issues that affected its profits and employees and customers. Internally American Airlines have lost several upper level management executives. Parker has done what he felt will please the employees and customers but he still continues to have a vital part of his management team to leave due to extenuating circumstances. Under the direction of Parker he has lost another