Professional Documents
Culture Documents
1. Introduction
2. Implication of service marketing to analysis of
the article
2.1 Service Recovery Strategy
2.2 Service Guarantees
2.3 Service Recovery Paradox
3. Personal Evaluation
4. Conclusion
5. Reference
1. Introduction
JetBlue Airways, commonly know as JetBlue is an American budget
airline, headquartered in New York City with its base at JFK
International
Airport.
This
article
entitled
JetBlues
Winter
customers for the canceled flights and some customers wererebooked with other
airlines(O'Toole, 2015).Toensureappropriatecommunication,JetBluemembers
(TrueBlue)werecontactedthroughemailaddressintheirTrueBlueaccount.Non
TrueBlue members were contacted through contact information given when they
reservedthetickets.Flierswhobookedthroughthirdpartywerecontacteddirectly
throughagents.Toprovidefairandaccountabletreatment,JetBlueoffersTrueBlue
points (Exihibit 2), credit toward a future JetBlue flight, frequent flier
points, free tickets and reimbursement of out of pocket expense.
The above customer fix solutions are effective in saving companys
reputation and retain customers, reducing switching to competitors.
Exihibit1:CustomerFixandProlemFix
Exhibit2:TrueBluememebrandnonmemberflierpointscompensation
2.2 Service Guarantees
they
should
keep
in
touch
with
the
affected
Reference
Reed, T. (2015, April 29). JetBlue Jumps as Revenue Gains Surprise
Wall
Street.
Retrieved
April
30,
2015,
from
http://www.thestreet.com/story/13129769/1/jetblue-jumps-asrevenue-gains-surprise-wall-street.html
Compensation for delayed/cancelled flights. (n.d.). Retrieved April
30, 2015, from http://help.jetblue.com/SRVS/CGI-BIN/webisapi.dll/,/?
St=115,E=0000000000221608930,K=4648,Sxi=14,t=casePrint,cas
e=obj(395261),620,500)
O'Toole, J. (2014, January 9). JetBlue offers compensation to
frustrated
travelers.
Retrieved
April
30,
2015,
from
http://money.cnn.com/2014/01/07/news/companies/jetbluetravelers/