Question

Read the “Did United Sacrifice a Customer’s Well-Being to Its Own Needs” example on p. 82 in Ch. 3 of Management: A Practical Introduction. In your response:

Discuss whether you feel that this is how businesses view their customers.
Examine whether an airline’s need to staff or cancel a flight is more important than passengers’ needs to travel to their destinations.
Explain what may happen if an airline makes a poor choice, as in Dr. Dao’s case, that affects its external stakeholders by jeopardizing its stock price.

Answer 1

1. Some of the big organizations look at their customers differently by keeping their needs first and then the needs of the customers.

2. It is the worst situation to cancel the flight than to lose the few customers.

3. Many of the customers have declined travelling in the airlines as because of the viral video.

What is customer?

Customer refers to the person who fulfills is needs and desires through the purchase of the product.

The majority of businesses do not view their clients in this manner, but I believe that some large organizations and corporations do.  

The flight cancellation is the worst situation than losing the few customers as it degrades the reputation of the company. Even if all of the demands of the paying customers must come first, the airline generally considers its profitability.

Yes, a significant number of United's regular customers have begun to decline to fly with United any longer as a result of the viral video, which depicts what many people perceive to be abuse.

Thus decline in the customer base led to the drop of the stocks which ultimately resulted negatively affects all shareholders.

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