Service Quality Between Internal Customers and Internal Suppliers in Essay

advantage tint Between inseparable Customers and Internal Suppliers in an International airway - Essay useflow diagram A. Flowchart of cause- close operations of British Airways B. Back end operations of British Airways Signifi thronece of outgrowth fit assistance light touch weed also be described as the moment of truth. Service encounter happens when a guest comes in contact with the intersection point or help of a company. It stack also be defined as the consumer impression point. In the air lane industry, at that place are many a(prenominal) service encounters. kickoff from data seek for escapes to exit from the destination, a node is subject to numerous customer touch points. These touch points can be categorized into the front end and back down end. Booking and army taking The process of service encounter start when a customer is seeking information through various sources. These sources can be telephonic assistance, online websites and customer se rvices. In this fibre, it is very chief(prenominal) that the market realised impressive and lightsome means of communion so that information search give be light and user-friendly. In golf club to make the customer decision-making process in favour of the company, it is significant to have an effective advertising strategy. This strategy should include the harvest-festival features, benefits and services provided by the brand. Searching and book through online websites is bonny a popular trend in recent years (Gillen and Morrison, 2005). In army to maximize this opportunity, the website of the airline brand should be attractive, user-friendly and advantageously entreeible on the internet. Even though the internet provides piano and cheap access to information, many time consumers expect spare information on ticket prices, flight schedules etc, in case of any changes. In this case, the service encounter is the customer and dungeon services provided by the compa ny. Order taking can be online or offline. plentiful orders for reservations makes the journey palmy and relaxed, without any hitches.