In today's highly aggressive business environment, international air passenger transport is known as one of the most competitive sectors which demands finest of service towards customers. In delivering a high quality service, it is required to have a well-equipped staff force with an unmatchable caring factor and experience. It’s evident to satisfy a big ask, comes a great deal of stress. In order to evade these subjects, Motivation plays a huge role. This case study elaborate the difficulties airline, its staff and the passengers’ faces. 1.0
Piet Andaro, being employed in a traditional hierarchy organization, higher management expects him to be self-motivated and to pass this motivation down to his staff. As piet receives negative or no comments from the management, he will be demotivated and in turn his and his team’s performance will decline. As his contribution not being recognized, it will lead him to consider other opportunities. As the airline sector is aggressive, other airlines will make a lucrative offer which he will be forced to accept as motivation declines further in the long run. Airline will have a boost in ticket sales due to their overbooking strategy in the short term. Other hand, the management will see an increase in customer complaints as quality of staff service has deteriorated. As more complaints arises and news of staff leaving the airline spreads, dissatisfied customers will shift to other airlines which will affect the three KPI’s of this organization. Customers will experience a negative change in service which will lead to dissatisfaction. As the over booked situation becomes regular frequent flyers will look for alternative airlines. In the long run, credibility of the airline will decrease as the loyalty of the customers. 2.0
Failure to recognize staff requirements and having no means of proper communication with its employees, high staff turnover is inevitable. To train new recruits to be as professionals costs and takes...
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