customer service for airlines | Management homework help

 

For this assignment, we will be working on understanding the customer service experience offered by a hypothetical airline. When support is required, a customer initiates contact with the airline, either over the phone or using an online platform. Once connected, an agent of the airline works with the customer to understand the problem. When the interaction is complete, the agent creates records about the case. This includes the overall category of the issue along with whether the problem was resolved.

The airline would like to better understand the differences between support provided over the phone and online. With different types of interactions, the agents require different kinds of training, and the costs and resources are different in each modality. With this in mind, the airline is quite interested in comparing the quality of each type of service with regard to how well the cases can be resolved. They are also generally interested in improving their customer service and better understanding the experience.

In this assignment, we will be working with the information provided and consider the question of how to best understand the customer service experience.

Data

For each call, the following characteristics were measured:

  • category: Each case was classified according to the type of service that was requested by the customer.
  • service: This indicates whether the support was provided by phone or online.
  • waiting.time.minutes: This records how long the customer waited to begin interacting with an agent.
  • session.minutes: This records how long the customer interacted with the agent.
  • customer.demeanor: This records the agent’s perception of the customer based on the tone of the conversation.
  • resolved: This measures whether the agent was able to solve the customer’s main concern in the interaction.

Instructions

Based upon the information above and the data provided, please answer the following questions. When numeric answers are requested, a few sentences of explanation should also be provided. Please show your code for any calculations performed.

 

Assessment

You will be assessed on the accuracy and thoughtfulness of your responses.

  • Questions 1-20: 5 points apiece

Questions

  1. What is the primary research question that will help the airline? Make sure to state this in terms of a measurable quantity.
  2. What kind of research study can be conducted with the available data?
  3. Are there any drawbacks to the kind of study you plan to undertake?
  4. If you could devise your own experiment, what would you do differently?
  5. Perform a statistical test that would analyze the relationship between the independent and dependent variables. In this test, do not consider any other variables. What would you conclude from this test?
  6. Apart from the independent and dependent variables, how should we think about the other variables in the data, and what would be the best way to consider them in the analysis?
  7. What would be an appropriate way to incorporate these other measured variables into an analysis of the relationship between the independent and dependent variables?
  8. Create a model that estimates the effect of the independent variable on the dependent variable while incorporating the other measured variables. Show the estimates and any measures of significance.
  9. Are there any other concerns with regard to this study and its design?
  10. Now imagine that the conclusion you drew from analyzing the data is actually incorrect. In fact, the real effect of the independent variable is exactly the opposite of what you demonstrated. How would you explain what happened?
  11. The customer service organization is also interested in understanding the quality of its work and the overall satisfaction of the customer. At the conclusion of the call, there is an opportunity to conduct a survey. What is the best way to implement this idea?
  12. What are some possible topics that you might ask about? Select three potential areas and briefly discuss why these are important to gather information about.
  13. For each of the three areas that you selected above, design a survey question. Keep in mind that the design should be appropriate for the setting. Provide the question, the possible answers, and the meaning of the answers.
  14. In this setting, how many questions would you ask the customer? Explain your answer.
  15. The airline has a larger number of questions that it would like to ask. What would be your strategy for gathering all of this information? Explain your answer.
  16. In this context, what are the advantages of a longer survey, and what are the benefits for a shorter survey? Explain your answers.
  17. If the airline’s managers are adamant about asking all of the preferred questions, what are some alternatives to this automated survey?
  18. Which customers would be more likely to participate in the automated survey after the customer service call, and which customers would be less likely?
  19. How reliable would you consider the information that comes from the automated survey to be?
  20. What else could you recommend to the managers of the airline’s customer service center to help them achieve the stated goal of understanding the quality of its work and the overall satisfaction of the customer? Provide a number of strategic recommendations that are actionable, measurable, and amenable to experimentation.

Submission

Please turn in the following files:

  • Output file showing your code, answers, and explanations (.html file).
  • Source code (.Rmd file)

Please do not compress or zip these files.

Get 20% Discount on This Paper
Pages (550 words)
Approximate price: -

Try it now!

Get 20% Discount on This Paper

We'll send you the first draft for approval by at
Total price:
$0.00

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

Paper Helper has assembled a team of highly skilled writers with diverse experience in the online writing circles. Our aim is to become a one stop shop for all your Academic/ online writing. Check out below our amazing service!

Essays

Essay Writing Services

At Paper Helper, we prioritize on all aspects that creates a good grade such as impeccable grammar, proper structure, zero-plagiarism, and conformance to guidelines. The principal purpose of essay writing is to present the author's evaluation concerning a singular subject about which they have made. Since Professionalism is the mother of every success, try our team of experienced writers in helping you complete your essays and other assignments.

Admissions

Admission Papers

You have been trying to join that prestigious institution you long yearned for, but the hurdle of an admission essay has become a stumbling block. We have your back, with our proven team that has gained invaluable experience over time, your chance of joining that institution is now! Just let us work on that essay.How do you write an admission essay? How do you begin the essay? For answers, try Quality Custom Writers Now!

Editing

Editing and Proofreading

Regardless of whether you're pleased with your composing abilities, it's never an impractical notion to have a second eye go through your work. The best editing services leaves no mistake untouched. We recognize the stuff needed to polish up a writing; as a component of our editing and proofreading, we'll change and refine your write up to guarantee it's amazing, and blunder free. Our group of expert editors will examine your work, giving an impeccable touch of English while ensuring your punctuation and sentence structures are top-notch.

Coursework

Technical papers

We pride ourselves in having a team of clinical writers. The stringent and rigorous vetting process ensures that only the best persons for job. We hire qualified PhD and MA writers only. We equally offer our team of writers bonuses and incentives to motivate their working spirit in terms of delivering original, unique, and informative content. They are our resources drawn from diverse fields. Therefore your technical paper is in the right hands. Every paper is assessed and only the writers with the technical know-how in that field get to work on it.

Coursework

College Essay Writing

If all along you have been looking for a trustworthy college essay service provider that provides superb academic papers at reasonable prices, then be glad that you search has ended with us. We are your best choice! Get high-quality college essay writing from our magnificent team of knowledgeable and dedicated writers right now!

Coursework

Quality Assignment/Homework Help

We give the students premium quality assignments, without alarming them with plagiarism and referencing issues. We ensure that the assignments stick to the rules given by the tutors. We are specific about the deadlines you give us. We assure you that you will get your papers well in advance, knowing that you will review and return it if there are any changes, which should be incorporated.