Qantas is termed as the leading long distance airline worldwide. Its headquarters are based in Australia and also one of the countries strongest brands. The company has been called so since its foundation in the 1920s.this company is a member of the world famous organization the one world alliance. Today this company offers an unparalleled system in its home mainland and works an armada of somewhere in the range of 190 air ship over a system traversing around 75 destinations in 15 nations. (Benatallah, , 2004) Generally customers are ranked in the following classes,
Travel class |
Eligible fare classes |
What you earn |
First Class |
F, A |
150% of actual miles flown |
Business Class |
J, C, D, I |
125% of actual miles flown |
Premium Economy Class |
W, R, T |
110% of actual miles flown |
Economy Class |
Y |
100% of actual miles flown |
Economy Class |
B, H, K, L, M, V |
50% of actual miles flown |
(Qantas, 2009)
The Qantas airways company operations can be categories into to two categories;
The difference between the two terms is just based on the parties and activities to be undertaken at each stage of service provision. The front stage can be defined as that interaction that the final or the target service consumer has with the service being provided at a cost while the backstage defines the back part of the service production chain that the target service consumer is not able to see. These generally are the back office activities of any service organization that does not involve the awareness or direct association of the service consumers. Both a service delivering organization and the service consumer have a front stage and backstage operation. In this essay, more will be the company’s front and backstage operations. (HICSS, 2008)
Every time a customer has some service encounter, service experience also becomes part of the customer. In most cases, a customer experiences services in the service provider physical environment and so is the Qantas company case. The physical environment of the company ranges from the website where the customer can purchase tickets up to the time they are reaching the airport and board the plane. In addition to that, the employees of the Qantas Company also form part of the physical environment. Although the Qantas Company is conducting this services business to make a profit, of more of importance is how the customer interaction with the service is going to affect the organization.
As illustrated in the flow chart above, the client of an aircraft service has various service experiences or encounter which makes up the general air travel experience understanding. This includes: getting a ticket; go to the air terminal; the registration and hold up at the airplane terminal; the loading onto and flight service; the entry and collection of baggage; and the departure from the air terminal. The present Qantas flight traveler has higher desires than beforehand and aircraft need to contend by always enhancing traveler solace or comfort and services. It’s the customer who the Qantas Company is delivering the service to that is more important (Czepiel, 2013)
In the case of the Qantas Company, after the landing of the plane, the agents from the company receive these responses from the customers and any response is well thought out and all future intentions are considered. The post purchase customer behavior is also very crucial and therefore if the customer was satisfied with the Qantas Company service they tend to use a word of mouth to complement their service and these thereby reflects appositive service experience. A negative word of mouth means that to some point within the process, the customer expectations were not met. (Naumann, 2007) Although this may bring a wrong reputation to the image of the Qantas Airways company, the management has been taking it with a lot of seriousness and also helps them know where to work on improvement and avoid losing customers to their competitors. (zeithaml, 2006)
Amid concurrent service production and utilization, it is the ‘service experiences’, that are the basic snapshots of truth in which client frequently builds up a recognition mentality about the business (Bitner et al. 2000) and differentiates it from its competitors. In the airline carrier business, these service experiences are on which the association, either flourishes or passes on in light of client’s assessment of their offer service. Also, the fruitful organization make steps further to upgrade their center or basic elements with expanded or improved components
This revolves around how the management of the Qantas Company uses the observations and information it gets from the feedback of the customer encounter experience It’s very important that the every manager takes note of the response that the customer gives back concerning their satisfaction. The Qantas management considers each class of travelers and thereby they take every response keen. This, therefore, has helped the managers come up with plans of Qantas flight services that every customer expects. The Qantas Airways have some services that are aimed at ensuring that the customer comfort and satisfaction is reached.
References
Airways, Q., 2009. www.qantas.com. [Online] Available at https://www.qantas.com/za/en.html [Accessed Augustus 2017].
Benatallah, 2004. IEEE Internet Computing, The self-serve environment for web services composition.
Bitner, M.J., 2010. Evaluating service encounters: the effects of physical surroundings and employee responses. the Journal of Marketing, pp.pp.69-82.
Czepiel, J.A.a.S.M.R., 2013. The service encounter: Managing employee/customer interaction in service businesses. word press.
HICSS, [email protected], 2008. Bridging the “Front Stage” and the “backstage”.
Naumann, 2007. One more time: How do you satisfy customers? In E. and Jackson, D.W. Business Horizons. pp.71-76.
storey, c., 2000. the augmented service offering. journal of product innovation management, pp.333-51.
zeithaml, 2006. service marketing. In integrating customer satisfaction across the firm. NewYork.
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