Services and Relationship Marketing for Customers - myassignmenthelp

Question: Discuss about theServices and Relationship Marketing for Customers. Answer: Introduction Virgin Australia is a popular airline company of the country Australia. It has been founded in the year 1999. From 1999 to till now the services of this organization has impressed the customers. The head quarter of the airline has been situated in Bowen hills(Kleinschmidt, 2017). The service of this company has been planned successfully as well as the overall culture of the service has made to satisfy the customers. The airline has a well-integrated back-stage and front staged operations that caters to its customers. Customers are the key driving force for catering to services of the airline. Along with this the foods of Virgin Australia is very satisfied and hygienic. The scope of this current essay depicts back stage, front stage operations for the particular organisation utilizing reflective methods. Analysis Virgin Australian airline is very popular airline among the other airline available in Australia. They give proper service to their customer. The company or airline has several promises towards their passengers. I personally feel the backstage services of this company are very impressive and with the help of backstage service, they have got successful to satisfy the customers(Schaefer, 2017). However, backstage service is the services, which cannot be seen by the customers, but they can experience the services thus the customers directly do not have link with the services. I have seen that the company is more focused on their customer care services as they always try to connect with their customers. Whenever the customers or passengers need any kinds of help they can call the airline company(Busuttil, 2017). On the other hand, they also have the service of booking tickets as well as communicating with the airline through internet. Their customer is also very satisfied with their serv ices. They maintain their front stage as well as back stage service very efficiently. In terms of their front stage of services I have identified many things, such as they give proper facilities to the customer when customer needs their help. Most of the customers buy airline ticket online. So the company put good web based application for the customer as well as they main their overall service as well. This interaction is totally manages by the bank(Ayres, 2017). There can be some gap in this process. After that I have identified that they maintain support vehicles for their customer. Here the company informs the customer where the luggage needs to be load. I have also identified that after the check it process they go through the security control. All the documents of the customers have been checked this in this process(Ybema, 2017). This process is mainly ensured efficiency and effectiveness. Thus, in terms of the backstage services the kitchen services can come across. As I was working in the company so that I could see the overall services clearly so that I have noticed that the management authority of Virgin Australia has the motive to providing good services to the customers in low cost(Sinkeviciute, 2017). The company also offers their passengers to choose the ticket ranges but at first, they do not have this facility. Later the company has improved these services and these all-backstage services are managed by the whole management authority(Andersson, 2017). Then the offer bus service for get them to the actual plane. I have also noticed that they maintain their front stage services very efficiently. They also give services of the shops, bars and lets. They are mainly focusing on the customer satisfaction rather than the supplementary services. In front of the planes door they offer mobile stairs to get people on the plane. Also their luggages have been loaded on that time. The crew is ready to welcome the customer(Schaefer, 2017). I have also identif ied that cabin crew is ready to solve all customer quarries in an efficient way. Coats and hand baggages of the customers are also take care by the cabin crew. Hospitality is very important in the front services of the Australia virgin airline company. I have also seen that they mainly focuses on give super services to the customer rather than other services. These are extremely helpful for the company to manage the customer interaction as well as give proper services to the customer. These are not strictly part of the airline experience and but still it makes the airline service better(Stickdorn, 2016). Figure 1 Sources: (Andersson, 2017) Service encounter is very important for any kinds of company as with the help of the service encounter the company can provide good services to their customers. Basically, service encounter can be identified as the opportunity in terms of providing the customer satisfaction so that it is very important aspect for Virgin Australia as well. the overall quality of the services can impressed the customers in a proper manner(Ybema, 2017). Thus, it can be stated that when the customers will be satisfied with the help of the services or service encounter they can become a permanent customer of the organization. As per my opinion in terms of the service encounter the company always needs to identify the demands or the needs of their consumers so that they can effectively bring services for satisfying them. It is very important part for Virgin Australia to impress their passengers with the services by multiple interactions as well as high quality of the services. The service manager of the ai rline wants to deliver effective services in low cost and to earn high profit(Sinkeviciute, 2017). As when the company can manage their services or service encounter properly they can definitely impress the customers and gain their profits also. However, the customers always want to control the service encounter as they want to derive most of the benefits from this. On the other hand, the service provider of Virgin Australia wants to make their work or services manageable and less stressful by controlling the behavior customers with their services. Therefore, I personally think that service encounter has very significance role in the profits of the Virgin Australia(Ayres, 2017). Conclusion In terms of the managerial implications it can be seen that the company Virgin Australia has several services which impress the customers very much (Mustak, 2016). Managerial implication is the process which can be helpful for the company to develop the services as per the likes of their customers. Basically, delivery of the services is the main part of the service encounter process as with the help of proper interaction with the passengers Virgin Australia can bring services like hygienic foods, impressive communication, negotiation service, opening and tone setting, as well as closing the interaction of the and leave taking. Thus, these all services can be managed by the service manager by managerial implication such as bring changes in the costs, services, quality and so on. People like the service of low cost tickets as well as high cost tickets as they can choose or select their tickets which they can afford this service has been adopted by the manager. On the other hand, the se rvice manager of this airline has decided to give business travel this is also liked by the business persons (Wang, 2016). The company always provides services to their passengers with high level of safety and the service provider looks into this. Extensive customer services also satisfy the customers as they can get proper information about the flights. The most important part of managerial implication is the marketing of the services and this airline does their marketing through online sites. According to me the overall service management process of Virgin Australia is very much successful in airline business. Bibliography Andersson, C. (2017). The front and backstage: pupils' information activities in secondary school. Information Research, 22(1)., 30-40. Ayres, S. (2017). Assessing the impact of informal governance on political innovation. Public Management Review, 19(1), 90-107. Busuttil, J. J. (2017). U.S. Patent No. 9,561,942. Washington,. DC: U.S. Patent and Trademark Office., 120-160. Kleinschmidt, S. . (2017). Towards an integrated evaluation of human-centered service systems and corresponding business models. A systems theory perspective., 90-170. Mustak, M. J. (2016). 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