Analysis of United Airlines Service Failure

Analysis of United Airlines Service Failure 1
Analysis of United Airlines Service Failure
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Analysis of United Airlines Service Failure 2
Executive Summary
Big companies such as United Airlines may fail to perform simply because they do not
follow all dimension of quality service. Recently, United Airlines created a bad public image
after forcefully ejecting one of the clients simply because the plane was full and that the client,
who had booked the same plane was not willing to wait for another plane. This is a symptom of
poor-quality service. Using appropriate service quality, the report will explore why United
Airlines failed to do the right thing.

Analysis of United Airlines Service Failure 3
Table of Contents
Introduction.................................................................................................................................................4
Analysis...................................................................................................................................................4
Brief background of the United Airline scandal......................................................................................4
Service quality theories related to the scandal.........................................................................................5
Quality of customer service at United Airlines........................................................................................7
Recommendations.......................................................................................................................................8
Conclusion...................................................................................................................................................8
References...................................................................................................................................................9