ABC Travel Services

1674 Words4 Pages
bulb-icon

Recommended: Vision, mission and objectives of a business

Questions:

1. Summarize the service failures associated with this experience. Be specific (200

words minimum).

Answer:

To be honest with you, I had had experienced failed customer service several times. This customer had a telephone call to make a flight reservation for his trip to Canada. How come the just to make a flight reservation took an hour in our technological advanced world? The ABC travel service or agent should have to use electronic services together with customer service agent. MR. James Harrington answered all the recorded voice questions; unfortunately he didn’t get the services he intended to get. What I was really mad about the service, the questioned he actually answered about the nineteen digits customer service code along with the last four digit of his social was asked again by the customer service agent. It would be nice if the customer service agent helped him, unfortunately he transferred or gave him other customer service number.

We are livening in the competitive world, doing business is tough this time. We consumer or customers demand the most satisfactory service. Time is precious, we can’t fix the time we lost. Spending unnecessary time and money for service we wouldn’t get will have a consequence the hurt the service giver who are unable to deliver the excellent services.

201 words

2. Who are the main stakeholders involved in this experience? Name at least 5, and

Explain their level of involvement (200 words minimum).

Stakeholders are the person, group or organization that has the direct or indirect interest or concern in an organization. In other explanation, Stakeholders can affect or be affected by the organization's actions, objectives and policies. The following are the sta...

... middle of paper ...

...nizations implement their Mission and Vision by developing a stakeholder focused strategy. Policies, plans, objectives and processes are developed and deployed to deliver the strategy.As I understand from the article ABC travel didn’t have any business strategy except the recoded voice mail telling that "All of our international operators are busy, Please hold and your call will be answered in the order it was received. Do not hang up or redial, as it will only delay our response to your call. Please continue to hold, as your business is important to us." In short ABC travel is failed to enable this criteria. If ABC travel adopt strategy that can help to implement the business mission and vision by creating polices, plan, objectives the company will success in the business.

314 words

Reference:

Retrieved on February 11, 2014 http://www.efqm.org/

Show More
Related

  • Stakeholders Influence On Apple And RSPCA

    103 Words  | 1 Pages

    Stakeholder is anyone with an interest in a business; stakeholders are individual, groups or businesses. They are affected by the activity of the business. There are two types on stakeholders who are internal and external. Internal stakeholder involves employees, managers/directors and shareholders/owners. External stakeholder involves suppliers, customers, government, trade unions, pressure groups and local and national communities.

    Read More

  • The Effectiveness of Customer Service in ASDA

    661 Words  | 2 Pages

    As you can see from the points above it is vital to give good customer

    Read More

  • Stakeholders Of Waitrose Essay

    1095 Words  | 3 Pages

    In this essay I will be writing about the stakeholders of both The IPO and Waitrose. I will also be evaluating the impact of different types of stakeholders in one of these companies. Stakeholders can be any person or organisation that has an interest in the activities, goods and services of a business.

    Read More

  • The Stakeholders of Staples Inc.

    1993 Words  | 4 Pages

    Stakeholders are individuals and constituencies that contribute, either voluntarily or involuntarily, to its wealth-creating capacity and activities, and who are therefore its potential beneficiaries and/or risk bearers1. There are several different types of stakeholders associated with a corporation, and those stakeholders can have different views and opinions on what corporation's goals should be and how they should be running. I have interviewed three different stakeholders of Staples Inc., an employee, a customer and a stock holder, to find their relationship between them and the firm. Then, I will use this information to suggest how the firm should proceed and continue to have a better and more beneficial relationship with its stakeholders.

    Read More

  • If Disney Ran Your Hospital

    2487 Words  | 5 Pages

    Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.

    Read More

  • BP Oil Spill

    966 Words  | 2 Pages

    People organization or groups that have a direct or indirect interest in a one particular organization or surrounding are called stakeholders.

    Read More

  • Essay On Stakeholders In Homelessness

    451 Words  | 1 Pages

    Identifying stakeholders for an intervention is essential. Stakeholders are all of the individuals who are affected by and issue or problem (BOOK). The stakeholders are going to be the individuals who can work towards changing the problem and who deal with the concern at the front lines (BOOK).

    Read More

  • Barclays plc: Socially Responsible Corporate Behaviour

    1640 Words  | 4 Pages

    Stakeholders are ‘… individuals or groups who are affected by the goals, operations or activities of the organisation (Mullins, 1999). Who are Barclay’s stakeholders and what influence do they have? Barclay’s key stakeholders are their employees, customers, shareholders and the communities in which they operate. Below is a table adapted from Sims (2003, p41) showing what stakeholders expect from an organisation. To fulfil the purpose of this assigned the stakeholders of Barclays will be incorporated within the table.

    Read More

  • Friedman vs Freeman

    1937 Words  | 4 Pages

    Hence, the stakeholders which are described as those who are affected by the organisation performance ,actions and duties and those actions includes employees, clients, local community and investors as well. The theory of stakeholders also suggests that it is the responsibility of firm to make sure no rights of stakeholders are dishonoured and make decisions in the interest of stakeholders which is also the purpose of stakeholder theory to make more profit and balancing it while considering its stakeholders (Freeman 2008 pp. 162-165). In the other words organisation must also operates in a more socially accountable approach by carrying out corporate social responsibility as (CSR) activities.

    Read More

  • Stakeholders in Airport Decision Making

    1401 Words  | 3 Pages

    Stakeholders are those groups or individual in society that have a direct interest in the performance and activities of business. The main stakeholders are employees, shareholders, customers, suppliers, financiers and the local community. Stakeholders may not hold any formal authority over the organization, but theorists such as Professor Charles Handy believe that a firm’s best long-term interests are served by paying close attention to the needs of each of these stakeholders. The modern view is that a firm has responsibilities to all its stakeholders i.e. everyone with a legitimate interest in the company. These include shareholders, competitors, government, employees, directors, distributors, customers, sub-contractors, pressure groups and local community. Although a company’s directors owes a legal duty to the shareholders, they also have moral responsibilities to other stakeholder group’s objectives in their entirely. As a firm can’t meet all stakeholders’ objectives in their entirety, they have to compromise. A company should try to serve the needs of these groups or individuals, but whilst some needs are common, other needs conflict. By the development of this second runway, the public and stakeholders are affected in one or other way and it can be positive and negative.

    Read More

  • Analysis Of The Boeing Company

    1211 Words  | 3 Pages

    The role of stakeholders in project management can range from supporting activities such as defining project goals to assessing project risk (Silvius & Schipper, 2014). One common trend in the literature is that no matter what the stakeholder role is, stakeholders should be identified early so that the interactions with the company add value (Fageha, & Aibinu, 2013; Lucae, Rebentisch, & Oehmen, 2014; Turner & Zolin, 2012; Silvius & Schipper, 2014). When the project manager neglects to identify stakeholders at the start of a project, having positive interactions with stakeholders might be limited as the project matures (Hagen & Park, 2013; Allen et al., 2014). Turner and Zolins (2012), Lucae, Rebentisch, Fageha and Aibinu (2013), and Oehmen (2014), agree that stakeholders should be identified in the initial stages of managing projects, mainly during the project planning stage; however, this is difficult to achieve due to the multiple meanings of the term stakeholder (Fageha, & Aibinu, 2013; Doh & Quigley, 2014). In the project planning stage, the following activities must be fulfilled: scope planning, stakeholder identification, stakeholder engagement, communication planning, cost and schedule estimation, funding, procurement planning, quality planning, resource planning, and risk management planning (Fageha, & Aibinu, 2013; Lucae, Rebentisch, & Oehmen, 2014; Poplawska et al., 2015). Stakeholder identification and stakeholder engagement

    Read More

  • Essay On Pestle Analysis Of Air India

    1232 Words  | 3 Pages

    Stakeholders’ analysis is the analysis which tells that how the company is dealing with the people which are directly or indirectly related with the company’s operations. These are called stakeholder and they include the employee, society, suppliers, buyers, shareholders, got and other tax related companies.

    Read More

  • Conflict of Interest with different stakeholders

    1930 Words  | 4 Pages

    Stakeholders are interest of an individual or groups that directly or indirectly affected by the organisation’s activities, policies and objectives (Henry Frechette, 2010). Stakeholders can be divided as internal (managers and employees) and external (shareholders, customers, and suppliers) (BPP F9). Different stakeholders may have common interests or conflict interests with company. Company board members or management must take care about stakeholders’ interest. They can’t make the decision based on their own interest or their relation with others organisation. Conflict of interest will arise when interests of organisation act in concert with managers’ personal interests or interests of another person or organisations, (Anon, no date).

    Read More

  • Importance Of Moment Of Truth In Marketing

    1797 Words  | 4 Pages

    Companies differ widely in their approaches to complaint handling and in the importance they attach to this element of serviceability. Some do their best to resolve complaints; others use legal gimmicks, the silent treatment, and similar ploys to rebuff dissatisfied customers. Recently, General Electric, Pillsbury, Procter & Gamble, Polaroid, Whirlpool, Johnson & Johnson, and other companies have sought to preempt consumer dissatisfaction by installing toll-free telephone hot lines to their customer relations

    Read More

  • Pick n Pay Social Responsibility

    1343 Words  | 3 Pages

    Stakeholders refer to individuals or groups of people that have an interest in a business. Management argues that as long as there is wealth for shareholders, then anything is done in a responsible manner and things should be done to promote the interest of other stakeholders.

    Read More

More about ABC Travel Services

Open Document