There are always some points when we are talking about service and especially hospitality industry. When we serve our product, what our customers expect from us is our main purpose to provide. The company has to correlate the ability of their service and the expectations of their customers. They measure their product and customers` needs. (Anton & Petouhoff 1996)There are no doubts that matching both sides expectation we can provide satisfaction for our clients. However it is not always possible to satisfy all needs of your customer. Maslow`s hierarchy was created to show theory of needs in the psychology way and make a connection between each stages. Maslow used the terms Physiological, Safety, Belongingness and Love, Esteem, and Self-Actualization needs to describe the pattern that human motivations generally move through.(King,2009). We have analyzed our company and divided its needs into 5 main features. Qantas(Queensland and Northern Territory Aerial Services) is one of the oldest air company in the world, KLM is the only company elder. They provide their services over 90 years and the politic of this global, world famous company show us their ability to build and keep in touch with generations and customers expectation. The first stage of the hierarchy is physiological needs which include comfort of their customers, the second is their safety, the third is quality of service, the forth one is an image of the airways and the last one is self-actualization included personal experience. As it is mentioned above, first of all they provide comfortable seats, high quality food and straight flights, if it is possible. Qantas makes domestic and international ways as well, their flights operates to 56 metropolitans. However they don`t only specialized on air-service, they also have catering and Qantas holiday, where they provide high ranking service and unforgettable feelings. (About Qantas, 2012) The...
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