Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism and
Events

Contents
Underlying reasons for poor quality that may have impacted British Airways..........................1
Examining the financial capabilities and competency of British Airways’ staff to improve
quality..........................................................................................................................................2
Recommendation to British Airways, so that they could improve quality of their service.........3
REFERENCES................................................................................................................................4

ASSIGNMENT TASK 2
Underlying reasons for poor quality that may have impacted British Airways
British Airways is a large scale organisation which is experiencing various problems due to
poor customer services. As a head of customer services department of British Airways, the most
important reason behind poor quality of this company’s service is identified, that is unskilled
employees. From the case study of British Airways and various customer reviews for its service,
it has been seen that ample customer are dissatisfied with the on board service of this company.
Ample of customer reviews are summarised as the breakfast meal in British Airways is
unsatisfactory and not worth the ticket’s price. This reason of unskilled employees not only
resulted into dissatisfactory on board meals but also lead to un satisfied complaints. It has been
observed that on an average out of seven customers, only one customer is satisfied with the
compliant resolution of this company. This reason of unskilled staff is further analysed below
using Gap model.
(Source: Gap Model of Service Quality. 2018)
1