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Essay sample - Service Operations Management for Aviation
Pages 10 (2510 words)
Service Operations Management for Aviation: Virgin Atlantic Airlines Name: University: Course: Tutor: Date: Service Operations Management for Aviation: Virgin Atlantic Airlines Virgin Atlantic Airline was founded in the year 1984 and was intended to fly between United Kingdom and the Falcan Islands…
Virgin Atlantic services desing is based around mass customization of customer service where the needs of customer and expectation are meet. This is achieved through having different services for different customers so that the customer can choose the kind of service they intent to have. In this case, the customers can choose to fly in one of the three classes which include the business, economy and the upper class. The service design in virgin is also created around the standardisation of the service. This is achieved through the training of staff in order to have a standard of service as they face the customers. This attitude towards service design is both advantages and disadvantages. The main advantage is the fact that the members of staff are more likely to make any mistakes as they relate the customers (Woods, Hebron & Bradley, 2001). However, as Khosrowpour (2006) argues, when the service is standardised, the staff know exactly what to do and when to do it and this helps in making sure that the staff are not likely to do something that may harm the brand of the firm. At the same time, it helps the customers to know what to expect and this reduces the number of inconveniences. There are negatives however, and these include the fact that such a service may seem to be too robotic for the customers (Barlow, 2003). ...
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