Question

When its sales were declining, canadian airline conducted a marketing survey to understand the expectations of the business traveler, its target market. it learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel. if canadian airline had only surveyed former customers who were still in their database, it would have used which service recovery strategy?

Answer 1

The correct answer would be, The Canadian Airline would have used Lost Customer Recovery Strategy.

Step-by-step explanation:

When the sales of the Canadian Airline declines, they surveyed their target market which is Business Class Travelers. From the responses of the customers, they found out that customers feel bounded by the staff of the airplane. They think that they were totally controlled by the staff on board.

Now if the Canadian Airline would have surveyed their former customers, then they would have known why they left their airline, and what was their concerns and what they want in this airline; then the strategy used by them would have Lost Customer Recovery Strategy.