Case Study: Qantas Airlines: A customer’s perceptions
[Source: Lovelock, C., Patterson, P. & Walker, R. (2004) Services Marketing: An Asia-Pacific and Australian Perspective, (3rd Ed.), Pearson Prentice-Hall, Sydney, pp 494-495.]
Background
The experiences of a middle-aged, business traveller returning from one of many overseas trips with Qantas in recent years is detailed below. This time he is returning from Los Angeles to Sydney after being away for 10 days on a business trip. The following…
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