StudentShare solutions
Triangle menu

Service Operations Management for Aviation - Essay Example

Nobody downloaded yet

Extract of sample
Service Operations Management for Aviation

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). In fact, customers in many cases have complained due to this kind of service where the service members of staff are not able to act spontaneously when dealing with the customers but instead follow too strict procedures. This affects the quality of service especially for customers who would prefer to have a less formal and less robotized customer service. Virgin Atlantic operates in some of the markets where customers demand the best service. One of these markets is he American and European market where customer service quality is highly demanded. Apart from the fact that customers from these two markets demand he best customer service, the market is also a high competition market, with so many airlines operating in the market (Heracleous, 2008). This competition means that the firms in the market have to be innovative in order to give the customers the best quality service while at the same time reducing costs (Truxal, 2013). This is a challenge for businesses like Virgin Atlantic because there delivering high quality leads to higher costs. Other issues of irregular demand are also important in affecting the way the firm is able to delver high quality services. Like many airlines, the firm has found a way to increase its customer base by increasing customer experience. This is done across the three flight classes. Virgin Atlantic has a department for service design that is dedicated to designing service models which will help the firm in giving the customer the best service. The department is given the mandate to design customer service experience with regard to the cabin crew and other staff who meet the customer face to face. It is also mandated with helping the firm to design internal systems in order to give the customer the best feel while flying. This department, in particular is mandated to achieve the following; Pre-flight customer experience design This includes the booking systems, check in systems, and customer service at the airport. Like many airlines, Virgin Atlantic has tied as much as possible to make flight booking easy and to make the check in process easy. This has also been aided by the fact that ...Show more


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…
Author : qlind
Service Operations Management for Aviation
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Service Operations Management for Aviation"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

Service Operations Management - Assignment
The most notable fast-food chain of a restaurant is McDonalds Corporation as being one of the leaders that adapts to cultural changes (, 2011). However, my concern was still over the operating processing of customers orders and the flow of managed traffic in a fast pace environment detects success on how the technical terminal can process orders (Baron, 2009).
8 pages (2000 words) Essay
Commercial Aviation Management Functions
As the airline industry is characterized by high investments and fixed costs and considered to be a low frill economics (Homa, 2012), effective strategies for managing supply-demand determines the profits to a large extent as well as the competitive advantage (Knorr and Zigova, 2004).
6 pages (1500 words) Essay
Strategic Management in Aviation
The aviation industry managers have understood the importance of one preserving the lean six-sigma abilities. These have been seen as a means or methodology to reduce cost, increasing of quality while improving capabilities. This has to be directed to the launching, production, servicing, defense, and universal maintenance and repair overhaul.
8 pages (2000 words) Essay
Aviation Safety Management Essay
In order to achieve the goal, sky High Airlines will act in accordance with statements of an Aviation Safety Program. This program covers all company leadership, managers and other employees who are expected to take an active role in upraising company safety standards.
14 pages (3500 words) Essay
Hospitality Service Operations Management
The aim of the business was to be the leading hospitality service provider. This paper presents the systematic approach that will be used to measure, track and monitor as well as continuously improving efficiency of services, quality and availability in hospitality operational environment (Knowles et al 2004).
3 pages (750 words) Essay
MGT3301 Service Operations Management
credible information database for the new comers and developing a see of a standard ethical codes which can be helpful in understanding and serving the needs of patients. In case of health services provision absence of reliable literature relating to health problems in the NHS
10 pages (2500 words) Essay
Service operations management
In the process of doing so, various approaches and practices in each of these functions have been studied briefly and assessed for their impact on overall
7 pages (1750 words) Essay
Commercial aviation management functions
Yield management, also known as revenue management, is a profit maximization approach that seeks to maximize revenue by using price discrimination (Bazargan, 2010). The term, Perishable-Asset Revenue
6 pages (1500 words) Essay
Business Continuity and Disaster Management for Aviation
of much general types of business continuity models, including disaster management programs (DMP) and Continuity of Operations Planning (COOP) among others. In the light of the development of the BCMS of the airport and the disaster management model, an incident/disaster refers
8 pages (2000 words) Essay
This because people in the neighbourhood surrounding the airport are constantly disturbed by frequently landing and taking off airlines (Arana, Martin, Nagore & Pérez,
2 pages (500 words) Essay
Comments (0)
Click to create a comment
Let us find you another Essay on topic Service Operations Management for Aviation for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
Join us:
Contact Us