Service Encounter Of Airline Industry


The interaction between the customer and service provider in the airline industry means that the employee often represents the company to the airline travelers (customers). Especially in the airline industry the service encounter plays a significant role because here the customer comes in direct contact with the employees of the airline company and spends a lot of time in the service factory (the aircraft). Hence the issue of staff presentation is a major tangible factor in the airline industry. This in turn influences the satisfaction level of the customer.

The airline company’s organizational structure and culture dictates the extent to which responsibility for staff recruitment, training and motivation is shared between marketing operations and human resources. For service marketers in this industry, the core of service element is the interaction between those providing services and the customer is known as service encounter.

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