Customer Service-Marketing Critical Thinking: Airline Customer Service Objective: Create a report that summarizes the current status customer service in the airline industry.  As a marketer for a major airline, your company is facing difficulty providing acceptable service to the passengers and needs to find a way to emphasize the positive features of your airline’s service. Requirements: Successful Critical Thinking Exercise will be three (3) to five (5) pages in length and incorporate the information and knowledge gained in the course addressing the areas defined in the Case and Rubric. Success Criteria: Think of yourself as a newly hired executive or consultant to the firm. Existing management is overwhelmed by the current situation and wants to make changes that will address the issues. They need an analysis of the situation, recommendations, and a plan to improve which insures the viability and profitability of the organization. What is a report? Reports, like essays, are a common way of assessing students. Business reports generally focus on a specific problem or case study. Business reports, for example, are often addressed to a client (e.g. manager) and make recommendations. Reports always use section headings and take an objective perspective. There is a logical development expected in any report. The sections that are required in a report can vary depending on what type of report it is. It is important to understand your audience to determine which sections are required. Title Page – Introduction – Discussion – Conclusion. Recommendations If the purpose of the report is to suggest actions that should be taken they should be summarized and include how they should be implemented and monitored. FRED GraphFRED Graph ObservationsFederal Reserve Economic DataLink: https://fred.stlouisfed.orgHelp: https://fred.stlouisfed.org/help-faqEconomic Research DivisionFederal Reserve Bank of St. LouisGDPC1Real Gross Domestic Product, Billions of Chained 2009 Dollars, Quarterly, Seasonally Adjusted Annual RateFrequency: Quarterlyobservation_dateGDPC1Log-series1947-01-011,9357.5676041741947-04-011,9327.5664662821947-07-011,9307.565430711947-10-011,9617.5810568311948-01-011,9907.595638631948-04-012,0227.6117929421948-07-012,0337.6173661861948-10-012,0357.6183985071949-01-012,0087.6046454461949-04-012,0017.601302381949-07-012,0237.6122379691949-10-012,0057.6032497031950-01-012,0857.6423322691950-04-012,1487.6721062191950-07-012,2307.7099362211950-10-012,2737.7290317871951-01-012,3057.7426190121951-04-012,3457.7598274391951-07-012,3937.7802195071951-10-012,3987.7824320361952-01-012,4247.7929680551952-04-012,4297.7950290621952-07-012,4467.8022501981952-10-012,5267.8345506441953-01-012,5737.8529832611953-04-012,5947.8607635941953-07-012,5797.855118231953-10-012,5407.8398406171954-01-012,5287.8351837551954-04-012,5317.8362512231954-07-012,5597.8475281351954-10-012,6097.8668372651955-01-012,6847.894988981955-04-012,7287.9111407181955-07-012,7647.924470.

1. Customer Service-Marketing
Critical Thinking: Airline Customer Service
Objective:
Create a report that summarizes the current status customer
service in the airline industry. As a marketer for a major
airline, your company is facing difficulty providing acceptable
service to the passengers and needs to find a way to emphasize
the positive features of your airline’s service.
Requirements:
Successful Critical Thinking Exercise will be three (3) to five
(5) pages in length and incorporate the information and
knowledge gained in the course addressing the areas defined in
the Case and Rubric.
Success Criteria:
Think of yourself as a newly hired executive or consultant to
the firm. Existing management is overwhelmed by the current
situation and wants to make changes that will address the
issues. They need an analysis of the situation,
recommendations, and a plan to improve which insures the
viability and profitability of the organization.
What is a report?
Reports, like essays, are a common way of assessing students.
Business reports generally focus on a specific problem or case
study. Business reports, for example, are often addressed to a
client (e.g. manager) and make recommendations. Reports
always use section headings and take an objective perspective.
There is a logical development expected in any report. The
sections that are required in a report can vary depending on
what type of report it is. It is important to understand your
audience to determine which sections are required. Title Page –
Introduction – Discussion – Conclusion.
Recommendations

2. If the purpose of the report is to suggest actions that should be
taken they should be summarized and include how they should
be implemented and monitored.
FRED GraphFRED Graph ObservationsFederal Reserve
Economic DataLink: https://fred.stlouisfed.orgHelp:
https://fred.stlouisfed.org/help-faqEconomic Research
DivisionFederal Reserve Bank of St. LouisGDPC1Real Gross
Domestic Product, Billions of Chained 2009 Dollars, Quarterly,
Seasonally Adjusted Annual RateFrequency:
Quarterlyobservation_dateGDPC1Log-series1947-01-
011,9357.5676041741947-04-011,9327.5664662821947-07-
011,9307.565430711947-10-011,9617.5810568311948-01-
011,9907.595638631948-04-012,0227.6117929421948-07-
012,0337.6173661861948-10-012,0357.6183985071949-01-
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012,5737.8529832611953-04-012,5947.8607635941953-07-
012,5797.855118231953-10-012,5407.8398406171954-01-
012,5287.8351837551954-04-012,5317.8362512231954-07-
012,5597.8475281351954-10-012,6097.8668372651955-01-
012,6847.894988981955-04-012,7287.9111407181955-07-
012,7647.9244703641955-10-012,7817.9304939351956-01-
012,7707.9266025991956-04-012,7937.9348357621956-07-
012,7917.9340119051956-10-012,8367.9502204071957-01-
012,8557.9566519751957-04-012,8487.9544424951957-07-
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012,8567.9570022381958-10-012,9227.9801262561959-01-

3. 012,9777.9985369891959-04-013,0498.0225689471959-07-
013,0438.0206320121959-10-013,0558.0245676041960-01-
013,1238.0466133961960-04-013,1118.0427959241960-07-
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013,3378.1127675431962-04-013,3738.123468891962-07-
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013,4568.1478960651963-04-013,5018.1608324841963-07-
013,5708.1801808091963-10-013,5958.187299271964-01-
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013,7678.2340076611964-10-013,7808.2375321971965-01-
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014,2498.3544860091966-10-014,2868.3630158451967-01-
014,3258.3721442981967-04-014,3298.3730225451967-07-
014,3668.3816254411967-10-014,4018.389632511968-01-
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4. 015,7998.6654752561977-04-015,9138.6849085961977-07-
016,0188.7024437881977-10-016,0188.702543491978-01-
016,0398.7060268321978-04-016,2748.7441693891978-07-
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016,3838.7613778191980-10-016,5018.7797420541981-01-
016,6368.8002194421981-04-016,5878.7928988321981-07-
016,6638.8043101041981-10-016,5858.79256481982-01-
016,4758.7757038871982-04-016,5108.7811254571982-07-
016,4878.7775246221982-10-016,4938.7784953541983-01-
016,5788.7915164311983-04-016,7288.814077791983-07-
016,8608.8334627211983-10-017,0028.8538796911984-01-
017,1418.8735520851984-04-017,2668.8909612131984-07-
017,3388.9007534641984-10-017,3968.9086945931985-01-
017,4708.9185833411985-04-017,5388.9276989081985-07-
017,6558.9431404341985-10-017,7138.9506106341986-01-
017,7848.9598384711986-04-017,8208.9644142581986-07-
017,8998.9744408081986-10-017,9408.979605581987-01-
017,9958.9865716251987-04-018,0858.9977286661987-07-
018,1589.006754321987-10-018,2939.0231308891988-01-
018,3399.0287345591988-04-018,4509.0418625471988-07-
018,4989.0476214221988-10-018,6119.0607841221989-01-
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018,8329.0860801551989-10-018,8509.0881953371990-01-
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019,1239.1185539761992-04-019,2249.1295098541992-07-
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019,4249.1510255171993-04-019,4809.1569501441993-07-
019,5269.1618116741993-10-019,6549.1750758231994-01-
019,7489.1848379321994-04-019,8819.1984094811994-07-
019,9409.2042921181994-10-0110,0539.2155766391995-01-

5. 0110,0879.2189928311995-04-0110,1229.2224764311995-07-
0110,2099.2310053721995-10-0110,2819.2380722641996-01-
0110,3499.2446161871996-04-0110,5299.2619266231996-07-
0110,6279.2711343911996-10-0110,7399.2816465661997-01-
0110,8219.2892347281997-04-0110,9849.3042131561997-07-
0111,1249.3168602151997-10-0111,2109.3245882781998-01-
0111,3219.3344323531998-04-0111,4319.3440842421998-07-
0111,5819.3570865631998-10-0111,7719.3733686721999-01-
0111,8659.3813228841999-04-0111,9639.3895320361999-07-
0112,1139.4020427911999-10-0112,3239.4192470582000-01-
0112,3599.4221479132000-04-0112,5939.4408566782000-07-
0112,6089.4420630172000-10-0112,6799.4477260212001-01-
0112,6439.444882712001-04-0112,7109.4501679672001-07-
0112,6709.4470001662001-10-0112,7059.4497745082002-01-
0112,8229.4589411222002-04-0112,8939.4644398072002-07-
0112,9569.4692988432002-10-0112,9649.4699315642003-01-
0113,0319.4751017612003-04-0113,1529.4843367212003-07-
0113,3729.500948162003-10-0113,5299.5125686342004-01-
0113,6079.5183028992004-04-0113,7069.5256035642004-07-
0113,8319.5346532682004-10-0113,9509.5432634612005-01-
0114,0999.5538662452005-04-0114,1739.5590728582005-07-
0114,2929.5674412252005-10-0114,3739.5731345552006-01-
0114,5469.5850781952006-04-0114,5909.5880642252006-07-
0114,6039.5889548742006-10-0114,7179.5967517722007-01-
0114,7269.5973699182007-04-0114,8399.6049939122007-07-
0114,9399.6116970522007-10-0114,9929.6152586642008-01-
0114,8909.6084115462008-04-0114,9639.6133624982008-07-
0114,8929.6085525752008-10-0114,5779.5872002232009-01-
0114,3759.5732458662009-04-0114,3569.5718953892009-07-
0114,4039.5751570822009-10-0114,5429.5847894172010-01-
0114,6059.5891055212010-04-0114,7469.5987203572010-07-
0114,8469.6054520682010-10-0114,9399.6117305222011-01-
0114,8819.607860672011-04-0114,9909.6151119062011-07-
0115,0219.6172111582011-10-0115,1909.6284123452012-01-
0115,2919.6350196992012-04-0115,3629.6396782442012-07-
0115,3819.6408752572012-10-0115,3849.6411027882013-01-

6. 0115,4929.6480725862013-04-0115,5229.6499878812013-07-
0115,6419.6576701312013-10-0115,7949.6673790692014-01-
0115,7479.664405152014-04-0115,9019.6741247012014-07-
0116,0959.6862328782014-10-0116,1879.6919451962015-01-
0116,2699.6970167362015-04-0116,3749.7034622042015-07-
0116,4559.7083785842015-10-0116,4919.7105518652016-01-
0116,5259.7126296652016-04-0116,5839.7161393832016-07-
0116,7279.7247794592016-10-0116,8139.7299255192017-01-
0116,8739.733458137
Copy of FRED Graph 1FRED Graph ObservationsFederal
Reserve Economic DataLink: https://fred.stlouisfed.orgHelp:
https://fred.stlouisfed.org/help-faqEconomic Research
DivisionFederal Reserve Bank of St. LouisGDPC1Real Gross
Domestic Product, Billions of Chained 2009 Dollars, Quarterly,
Seasonally Adjusted Annual RateFrequency:
Quarterlyobservation_dateGDPC1Log-seriesDateLog-
series1947-01-011,9357.5676041741947.007.56760417411947-
04-011,9327.5664662821947.257.56646628221947-07-
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7. 012,4247.7929680551952.007.79296805531952-04-
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9. 014,7078.4568272861970.008.45682728611970-04-
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015,3798.5902019881974.508.59020198831974-10-
015,3578.586196731974.758.58619672951975-01-
015,2928.5740271081975.008.57402710821975-04-
015,3338.5817067121975.258.58170671221975-07-
015,4218.5981093641975.508.59810936371975-10-
015,4948.6114846711975.758.61148467071976-01-
015,6198.6338200031976.008.63382000331976-04-
015,6618.6413558341976.258.6413558341976-07-
015,6908.6464303771976.508.64643037711976-10-
015,7338.6539070151976.758.65390701471977-01-
015,7998.6654752561977.008.6654752561977-04-
015,9138.6849085961977.258.68490859581977-07-
016,0188.7024437881977.508.70244378771977-10-
016,0188.702543491977.758.70254349031978-01-
016,0398.7060268321978.008.70602683181978-04-
016,2748.7441693891978.258.74416938881978-07-
016,3358.7538924481978.508.75389244761978-10-
016,4208.7672201251978.758.76722012461979-01-

10. 016,4338.7691962711979.008.76919627141979-04-
016,4418.7704080351979.258.7704080351979-07-
016,4878.7775708691979.508.77757086851979-10-
016,5048.7801572761979.758.7801572761980-01-
016,5258.7833809061980.008.78338090641980-04-
016,3938.762896351980.258.76289635041980-07-
016,3838.7613778191980.508.76137781851980-10-
016,5018.7797420541980.758.77974205421981-01-
016,6368.8002194421981.008.80021944231981-04-
016,5878.7928988321981.258.79289883191981-07-
016,6638.8043101041981.508.80431010421981-10-
016,5858.79256481981.758.79256480011982-01-
016,4758.7757038871982.008.77570388661982-04-
016,5108.7811254571982.258.78112545671982-07-
016,4878.7775246221982.508.77752462181982-10-
016,4938.7784953541982.758.77849535361983-01-
016,5788.7915164311983.008.79151643071983-04-
016,7288.814077791983.258.81407779041983-07-
016,8608.8334627211983.508.83346272071983-10-
017,0028.8538796911983.758.85387969081984-01-
017,1418.8735520851984.008.87355208541984-04-
017,2668.8909612131984.258.89096121281984-07-
017,3388.9007534641984.508.90075346411984-10-
017,3968.9086945931984.758.90869459251985-01-
017,4708.9185833411985.008.91858334151985-04-
017,5388.9276989081985.258.92769890761985-07-
017,6558.9431404341985.508.94314043451985-10-
017,7138.9506106341985.758.95061063411986-01-
017,7848.9598384711986.008.95983847061986-04-
017,8208.9644142581986.258.96441425781986-07-
017,8998.9744408081986.508.97444080761986-10-
017,9408.979605581986.758.979605581987-01-
017,9958.9865716251987.008.98657162531987-04-
018,0858.9977286661987.258.99772866561987-07-
018,1589.006754321987.509.00675431991987-10-
018,2939.0231308891987.759.02313088871988-01-

11. 018,3399.0287345591988.009.0287345591988-04-
018,4509.0418625471988.259.0418625471988-07-
018,4989.0476214221988.509.04762142251988-10-
018,6119.0607841221988.759.06078412161989-01-
018,6989.0708139021989.009.07081390191989-04-
018,7669.0786472891989.259.07864728861989-07-
018,8329.0860801551989.509.08608015461989-10-
018,8509.0881953371989.759.08819533661990-01-
018,9479.0990847361990.009.09908473641990-04-
018,9829.1029444531990.259.1029444531990-07-
018,9849.1031893651990.509.10318936551990-10-
018,9079.0946376711990.759.09463767091991-01-
018,8669.0899338981991.009.08993389811991-04-
018,9349.0976642741991.259.09766427371991-07-
018,9779.1024544481991.509.10245444791991-10-
019,0169.106800421991.759.10680042031992-01-
019,1239.1185539761992.009.11855397631992-04-
019,2249.1295098541992.259.12950985411992-07-
019,3139.1391880281992.509.13918802761992-10-
019,4079.1491562191992.759.14915621871993-01-
019,4249.1510255171993.009.1510255171993-04-
019,4809.1569501441993.259.15695014371993-07-
019,5269.1618116741993.509.16181167361993-10-
019,6549.1750758231993.759.17507582291994-01-
019,7489.1848379321994.009.18483793161994-04-
019,8819.1984094811994.259.19840948111994-07-
019,9409.2042921181994.509.20429211811994-10-
0110,0539.2155766391994.759.21557663881995-01-
0110,0879.2189928311995.009.21899283131995-04-
0110,1229.2224764311995.259.22247643121995-07-
0110,2099.2310053721995.509.23100537241995-10-
0110,2819.2380722641995.759.23807226371996-01-
0110,3499.2446161871996.009.24461618691996-04-
0110,5299.2619266231996.259.26192662341996-07-
0110,6279.2711343911996.509.27113439121996-10-
0110,7399.2816465661996.759.28164656571997-01-

12. 0110,8219.2892347281997.009.28923472821997-04-
0110,9849.3042131561997.259.30421315561997-07-
0111,1249.3168602151997.509.31686021541997-10-
0111,2109.3245882781997.759.32458827751998-01-
0111,3219.3344323531998.009.33443235321998-04-
0111,4319.3440842421998.259.3440842421998-07-
0111,5819.3570865631998.509.35708656331998-10-
0111,7719.3733686721998.759.37336867171999-01-
0111,8659.3813228841999.009.38132288411999-04-
0111,9639.3895320361999.259.38953203581999-07-
0112,1139.4020427911999.509.40204279061999-10-
0112,3239.4192470581999.759.41924705842000-01-
0112,3599.4221479132000.009.42214791282000-04-
0112,5939.4408566782000.259.44085667762000-07-
0112,6089.4420630172000.509.44206301742000-10-
0112,6799.4477260212000.759.44772602142001-01-
0112,6439.444882712001.009.44488270962001-04-
0112,7109.4501679672001.259.45016796742001-07-
0112,6709.4470001662001.509.44700016592001-10-
0112,7059.4497745082001.759.44977450822002-01-
0112,8229.4589411222002.009.45894112162002-04-
0112,8939.4644398072002.259.46443980742002-07-
0112,9569.4692988432002.509.46929884332002-10-
0112,9649.4699315642002.759.46993156432003-01-
0113,0319.4751017612003.009.4751017612003-04-
0113,1529.4843367212003.259.48433672072003-07-
0113,3729.500948162003.509.50094816032003-10-
0113,5299.5125686342003.759.51256863382004-01-
0113,6079.5183028992004.009.51830289872004-04-
0113,7069.5256035642004.259.52560356422004-07-
0113,8319.5346532682004.509.53465326822004-10-
0113,9509.5432634612004.759.54326346072005-01-
0114,0999.5538662452005.009.55386624452005-04-
0114,1739.5590728582005.259.55907285792005-07-
0114,2929.5674412252005.509.56744122522005-10-
0114,3739.5731345552005.759.57313455512006-01-

13. 0114,5469.5850781952006.009.58507819542006-04-
0114,5909.5880642252006.259.58806422512006-07-
0114,6039.5889548742006.509.5889548742006-10-
0114,7179.5967517722006.759.59675177232007-01-
0114,7269.5973699182007.009.59736991792007-04-
0114,8399.6049939122007.259.60499391182007-07-
0114,9399.6116970522007.509.6116970522007-10-
0114,9929.6152586642007.759.61525866392008-01-
0114,8909.6084115462008.009.60841154552008-04-
0114,9639.6133624982008.259.61336249842008-07-
0114,8929.6085525752008.509.60855257462008-10-
0114,5779.5872002232008.759.58720022312009-01-
0114,3759.5732458662009.009.57324586572009-04-
0114,3569.5718953892009.259.5718953892009-07-
0114,4039.5751570822009.509.57515708162009-10-
0114,5429.5847894172009.759.58478941662010-01-
0114,6059.5891055212010.009.58910552082010-04-
0114,7469.5987203572010.259.5987203572010-07-
0114,8469.6054520682010.509.6054520682010-10-
0114,9399.6117305222010.759.6117305222011-01-
0114,8819.607860672011.009.60786067022011-04-
0114,9909.6151119062011.259.61511190632011-07-
0115,0219.6172111582011.509.61721115832011-10-
0115,1909.6284123452011.759.62841234522012-01-
0115,2919.6350196992012.009.6350196992012-04-
0115,3629.6396782442012.259.63967824452012-07-
0115,3819.6408752572012.509.64087525732012-10-
0115,3849.6411027882012.759.64110278792013-01-
0115,4929.6480725862013.009.64807258572013-04-
0115,5229.6499878812013.259.64998788122013-07-
0115,6419.6576701312013.509.65767013082013-10-
0115,7949.6673790692013.759.66737906852014-01-
0115,7479.664405152014.009.66440514992014-04-
0115,9019.6741247012014.259.67412470142014-07-
0116,0959.6862328782014.509.68623287772014-10-
0116,1879.6919451962014.759.69194519642015-01-

14. 0116,2699.6970167362015.009.69701673552015-04-
0116,3749.7034622042015.259.70346220432015-07-
0116,4559.7083785842015.509.70837858422015-10-
0116,4919.7105518652015.759.71055186462016-01-
0116,5259.7126296652016.009.71262966472016-04-
0116,5839.7161393832016.259.71613938352016-07-
0116,7279.7247794592016.509.72477945932016-10-
0116,8139.7299255192016.759.72992551892017-01-
0116,8739.7334581372017.009.7334581369
Real Log-GDP for the United States
Year
Log-series
Copy of FRED Graph 2timeconstantDateLog-seriesLinear
TrendCyclical ComponentLinear EstimationCyclical Component
as % of Trend1947.007.56760417417.667173541-
0.09956936720.0318364796-54.3184523427-
1.2986450181947.257.56646628227.675132661-
0.1086663790.00019368270.3838992558-
1.4158241151947.507.56543071027.683091781-
0.11766107090.98977944840.0658410888-
1.5314286791947.757.58105683137.691050901-
0.109994069827018.9396676421279-
1.430156571948.007.59563862997.699010021-
0.1033713911117.12842657491.2094786626-
1.3426582231948.257.61179294247.706969141-0.0951761985-
1.2349368061948.507.61736618567.714928261-0.0975620753-
1.2645882371948.757.61839850727.722887381-0.1044888736-
1.3529767871949.007.60464544587.730846501-0.1262010548-
1.6324351391949.257.60130237967.738805621-0.137503241-
1.7768018441949.507.61223796927.74676474-0.1345267713-
1.7365542361949.757.60324970267.75472386-0.1514741578-
1.9533146571950.007.64233226937.76268298-0.120350711-
1.550375191950.257.67210621857.7706421-0.0985358817-

15. 1.2680532751950.507.70993622067.77860122-0.0686649996-
0.88274225181950.757.72903178737.78656034-0.0575285528-
0.73881855771951.007.74261901227.79451946-0.0519004478-
0.66585821061951.257.75982743857.80247858-0.0426511413-
0.54663580181951.507.78021950737.8104377-0.0302181925-
0.3868949941951.757.78243203617.81839682-0.0359647836-
0.46000202341952.007.79296805537.82635594-0.0333878843-
0.42660830391952.257.79502906187.83431506-0.0392859977-
0.5014605291952.507.80225019857.842274179-0.040023981-
0.51036191851952.757.83455064357.850233299-
0.0156826559-
0.19977311831953.007.85298326087.858192419-
0.0052091585-
0.06628952611953.257.86076359387.866151539-
0.0053879454-
0.06849531641953.507.85511823047.874110659-
0.0189924287-
0.24120093691953.757.83984061687.882069779-
0.0422291623-
0.53576234971954.007.83518375537.890028899-
0.0548451436-
0.69511968021954.257.83625122337.897988019-
0.0617367955-0.78167750311954.507.8475281357.905947139-
0.0584190037-
0.73892479571954.757.86683726517.913906259-
0.0470689936-
0.59476309181955.007.89498897977.921865379-
0.0268763989-
0.33926856391955.257.91114071777.929824498-
0.0186837808-
0.23561405151955.507.92447036377.937783618-
0.0133132547-
0.16772005081955.757.93049393517.945742738-
0.0152488032-
0.19191161541956.007.92660259927.953701858-0.027099259-
0.34071253271956.257.93483576157.961660978-

16. 0.0268252166-
0.33692990321956.507.93401190557.969620098-
0.0356081926-0.44679912161956.757.9502204077.977579218-
0.0273588109-
0.34294627721957.007.95665197547.985538338-
0.0288863625-
0.36173343931957.257.95444249487.993497458-0.039054963-
0.48858416751957.507.96412094778.001456578-0.03733563-
0.4666104181957.757.95381031698.009415698-0.0556053807-
0.69425015261958.007.92757685378.017374818-
0.0897979638-1.1200419821958.257.93411940348.025333937-
0.091214534-1.1365824121958.507.95700223818.033293057-
0.0762908193-
0.94968300931958.757.98012625648.041252177-
0.0611259208-0.7601542581959.007.99853698858.049211297-
0.0506743086-0.62955619851959.258.0225689478.057170417-
0.0346014701-
0.42944940121959.508.02063201178.065129537-
0.0444975253-
0.55172734851959.758.02456760438.073088657-
0.0485210526-0.601022171960.008.04661339628.081047777-
0.0344343806-
0.42611282061960.258.04279592438.089006897-
0.0462109725-
0.57128116071960.508.04529977778.096966017-0.051666239-
0.63809381081960.758.03310686488.104925137-
0.0718182717-
0.88610654051961.008.03989905098.112884256-
0.0729852056-
0.89962094031961.258.05829566058.120843376-
0.0625477159-
0.77021207031961.508.07483585718.128802496-
0.0539666392-
0.66389408791961.758.09489723598.136761616-
0.0418643803-
0.51450911691962.008.11276754298.144720736-

17. 0.0319531933-
0.39231784971962.258.12346888958.152679856-
0.0292109665-
0.35829895271962.508.13294147978.160638976-
0.0276974963-0.3394035241962.758.13681086378.168598096-
0.0317872322-
0.38913938271963.008.14789606478.176557216-
0.0286611511-
0.35052835011963.258.16083248388.184516336-
0.0236838519-
0.28937387281963.508.18018080898.192475456-
0.0122946467-
0.15007242621963.758.18729927028.200434576-
0.0131353054-
0.1601781621964.008.20868236548.2083936950.00028866990.
00351676521964.258.22051073688.2163528150.00415792140.0
5060543891964.508.2340076618.2243119350.00969572570.117
89102621964.758.23753219738.2322710550.00526114210.0639
0875671965.008.26191377018.2402301750.0216835950.263143
07381965.258.27547825458.2481892950.02728895950.3308478
811965.508.29559844018.2561484150.03945002520.477826017
41965.758.31888858348.2641075350.05478104860.6628791842
1966.008.34329208298.2720666550.07122542820.86103547211
966.258.34737711418.2800257750.06735133950.813419442319
66.508.35448600898.2879848950.06650111430.8023797723196
6.758.36301584468.2959440140.06707183010.80848942521967
.008.37214429778.3039031340.06824116330.82179623491967.
258.3730225458.3118622540.06116029060.73581934811967.50
8.38162544118.3198213740.06180406690.74285329091967.758
.389632518.3277804940.06185201580.74271909421968.008.40
974160218.3357396140.0740019880.88776751031968.258.4264
8042738.3436987340.08278169330.99214624051968.508.43365
93978.3516578540.08200154310.98185946471968.758.4381066
9318.3596169740.07848971930.93891525821969.008.45352895
468.3675760940.08595286091.0272133771969.258.4567423045
8.3755352140.08120709090.96957494431969.508.46296929128

18. .3834943340.07947495770.94799321751969.758.4586102348.3
914534530.06715678050.80029974431970.008.45682728618.39
94125730.05741471280.68355628761970.258.45858902718.407
3716930.05121733380.60919554521970.508.46741453898.4153
308130.05208372570.61891477371970.758.45708218778.42328
99330.03379225460.40117643871971.008.48349161978.431249
0530.05224256670.61963021611971.258.4891845878.43920817
30.04997641410.5921931661971.508.49699048418.4471672930
.04982319130.58982129191971.758.49990460138.4551264130.
04477818850.52959809631972.008.51767307638.4630855330.0
5458754360.64500758471972.258.54057763168.4710446530.06
953297910.82083121881972.508.54973782298.4790037720.070
73405040.83422595741972.758.56621190098.4869628920.0792
4900850.93377347691973.008.59053658568.4949220120.09561
457331.1255497481973.258.60181003718.5028811320.0989289
0491.1634751021973.508.59635551178.5108402520.085515259
51.0047804561973.758.60564353268.5187993720.08684416051
.0194413171974.008.59729743578.5267584920.07053894370.8
2726564551974.258.5999337958.5347176120.06521618310.764
12818831974.508.59020198838.5426767320.04752525650.5563
2745991974.758.58619672958.5506358520.03556087780.41588
577051975.008.57402710828.5585949720.01543213650.180311
5651975.258.58170671228.5665540920.01515262070.17688116
531975.508.59810936378.5745132110.02359615220.275189408
71975.758.61148467078.5824723310.02901233930.3380417462
1976.008.63382000338.5904314510.04338855210.50508001041
976.258.6413558348.5983905710.04296526280.4996895929197
6.508.64643037718.6063496910.0400806860.46571063751976.
758.65390701478.6143088110.03959820370.45967940761977.0
08.6654752568.6222679310.04320732510.50111322681977.258
.68490859588.6302270510.0546815450.63360494051977.508.7
0244378778.6381861710.0642576170.74387858381977.758.702
54349038.6461452910.05639819960.65229298951978.008.7060
2683188.6541044110.05192242120.59997451821978.258.74416
938888.6620635310.08210585820.94787873541978.508.753892
44768.670022650.08386979720.96735384161978.758.76722012

19. 468.677981770.08923835421.0283307411979.008.76919627148
.685940890.08325538120.95850734221979.258.7704080358.69
3900010.07650802480.88001960851979.508.77757086858.7018
59130.07571173850.87006394081979.758.7801572768.7098182
50.0703390260.8075831661980.008.78338090648.717777370.0
6560353650.75252594471980.258.76289635048.725736490.037
15986060.42586503291980.508.76137781858.733695610.02768
220880.31695870841980.758.77974205428.741654730.0380873
2460.43569925571981.008.80021944238.749613850.050605592
80.57837515641981.258.79289883198.7575729690.0353258624
0.40337502781981.508.80431010428.7655320890.03877801480
.4423920241981.758.79256480018.7734912090.01907359080.2
1740023841982.008.77570388668.781450329-0.0057464426-
0.06543842321982.258.78112545678.789409449-
0.0082839924-
0.09424970431982.508.77752462188.797368569-
0.0198439472-
0.22556685021982.758.77849535368.805327689-
0.0268323354-
0.30472841321983.008.79151643078.813286809-
0.0217703782-
0.24701769791983.258.81407779048.821245929-
0.0071681383-
0.08125993071983.508.83346272078.8292050490.0042576720.
04822259781983.758.85387969088.8371641690.01671552220.1
8915029631984.008.87355208548.8451232890.02842879690.32
140645171984.258.89096121288.8530824080.03787880440.427
86006741984.508.90075346418.8610415280.03971193580.4481
6329641984.758.90869459258.8690006480.03969394430.44755
825191985.008.91858334158.8769597680.04162357330.468894
46851985.258.92769890768.8849188880.04278001950.4814902
6561985.508.94314043458.8928780080.05026242650.56519865
041985.758.95061063418.9008371280.04977350620.559200280
61986.008.95983847068.9087962480.05104222280.5729418591
986.258.96441425788.9167553680.047658890.53448690781986
.508.97444080768.9247144880.04972631990.55717547041986.

20. 758.979605588.9326736080.04693197240.52539670071987.008
.98657162538.9406327270.04593889780.51382155161987.258.
99772866568.9485918470.04913681820.54910112151987.509.0
0675431998.9565509670.05020335260.56052103951987.759.02
313088878.9645100870.05862080150.65392086061988.009.028
7345598.9724692070.05626535190.62708882651988.259.04186
25478.9804283270.061434220.68409008721988.509.047621422
58.9883874470.05923397550.65900558791988.759.0607841216
8.9963465670.06443755470.71626358811989.009.07081390199
.0043056870.06650821510.73862680171989.259.07864728869.
0122648070.06638248190.73657935461989.509.08608015469.0
202239270.0658562280.73009526741989.759.08819533669.028
1830470.06001229010.6647216811990.009.09908473649.03614
21660.062942570.69656462721990.259.1029444539.044101286
0.05884316660.65062480791990.509.10318936559.0520604060
.05112895920.56483228031990.759.09463767099.0600195260.
03461814480.38209790461991.009.08993389819.0679786460.0
219552520.24211847971991.259.09766427379.0759377660.021
72650770.23938581621991.509.10245444799.0838968860.0185
575620.20429076051991.759.10680042039.0918560060.014944
41450.16437143841992.009.11855397639.0998151260.0187388
5060.20592561891992.259.12950985419.1077742460.02173560
840.2386489591992.509.13918802769.1157333660.0234546621
0.25729868521992.759.14915621879.1236924850.02546373320
.27909460151993.009.1510255179.1316516050.01937391170.2
121621861993.259.15695014379.1396107250.01733941840.189
71725321993.509.16181167369.1475698450.01424182840.1556
8974771993.759.17507582299.1555289650.01954685780.21349
785281994.009.18483793169.1634880850.02134984650.232988
20641994.259.19840948119.1714472050.02696227620.2939806
071994.509.20429211819.1794063250.02488579320.271104604
91994.759.21557663889.1873654450.0282111940.30706511211
995.009.21899283139.1953245650.02366826660.257394574919
95.259.22247643129.2032836850.01919274660.2085423774199
5.509.23100537249.2112428050.01976256790.21454833321995
.759.23807226379.2192019240.01887033930.20468517171996.

21. 009.24461618699.2271610440.01745514260.18917132281996.2
59.26192662349.2351201640.02680645920.29026649051996.50
9.27113439129.2430792840.0280551070.3035255481996.759.2
8164656579.2510384040.03060816160.33086190171997.009.28
923472829.2589975240.03023720430.32657103721997.259.304
21315569.2669566440.03725651170.40203610651997.509.3168
6021549.2749157640.04194445150.45223539071997.759.32458
827759.2828748840.04171339380.44935856961998.009.334432
35329.2908340040.04359834960.4692619581998.259.34408424
29.2987931240.04529111850.4870644811998.509.35708656339
.3067522430.05033431980.54083657191998.759.37336867179.
3147113630.05865730830.62972760031999.009.38132288419.3
226704830.05865240080.62913733691999.259.38953203589.33
06296030.05890243260.63128036431999.509.40204279069.338
5887230.06345406740.67948240721999.759.41924705849.3465
478430.07269921530.77781889692000.009.42214791289.35450
69630.06764094990.72308407222000.259.44085667769.362466
0830.07839059480.83728575422000.509.44206301749.3704252
030.07163781460.76450975352000.759.44772602149.37838432
30.06934169870.73937787522001.009.44488270969.386343443
0.0585392670.62366423452001.259.45016796749.3943025630.
05586540490.59467325522001.509.44700016599.4022616820.0
4473848350.47582682792001.759.44977450829.4102208020.03
955370590.42032707542002.009.45894112169.4181799220.040
76119930.43279274382002.259.46443980749.4261390420.0383
0076520.40632506132002.509.46929884339.4340981620.03520
068120.37312184612002.759.46993156439.4420572820.027874
28230.29521407712003.009.4751017619.4500164020.02508535
910.26545307512003.259.48433672079.4579755220.026361198
80.27871925442003.509.50094816039.4659346420.0350135186
0.36988971442003.759.51256863389.4738937620.03867487210
.40822573162004.009.51830289879.4818528820.03645001720.
38441871672004.259.52560356429.4898120010.03579156270.3
7715776362004.509.53465326829.4977711210.03688214690.38
83242332004.759.54326346079.5057302410.03753321940.3948
4835382005.009.55386624459.5136893610.04017688330.42230

22. 602452005.259.55907285799.5216484810.03742437680.393045
14222005.509.56744122529.5296076010.03783362420.3970113
542005.759.57313455519.5375667210.03556783420.372923568
62006.009.58507819549.5455258410.03955235460.4143549054
2006.259.58806422519.5534849610.03457926430.36195445420
06.509.5889548749.5614440810.02751079330.28772634252006
.759.59675177239.5694032010.02734857170.28579182112007.
009.59736991799.5773623210.02000759740.20890509042007.2
59.60499391189.585321440.01967247140.20523538512007.509
.6116970529.593280560.01841649170.19197282492007.759.61
525866399.601239680.01401898370.1460122252008.009.60841
154559.6091988-0.0007872546-
0.00819271882008.259.61336249849.61715792-0.0037954217-
0.03946510692008.509.60855257469.62511704-0.0165644654-
0.17209624942008.759.58720022319.63307616-0.0458759368-
0.47623351122009.009.57324586579.64103528-0.0677894142-
0.70313417792009.259.5718953899.6489944-0.0770990108-
0.7990367452009.509.57515708169.65695352-0.081796438-
0.84702114262009.759.58478941669.66491264-0.080123223-
0.82901135272010.009.58910552089.672871759-
0.0837662387-0.86599141162010.259.5987203579.680830879-
0.0821105224-0.8481763952010.509.6054520689.688789999-
0.0833379313-0.86014797832010.759.6117305229.696749119-
0.0850185972-
0.87677422742011.009.60786067029.704708239-0.096847569-
0.99794415852011.259.61511190639.712667359-
0.0975554528-1.0044146392011.509.61721115839.720626479-
0.1034153206-1.0638750582011.759.62841234529.728585599-
0.1001732536-1.0296795212012.009.6350196999.736544719-
0.1015250198-1.0427212392012.259.63967824459.744503839-
0.1048255942-1.0757407042012.509.64087525739.752462959-
0.1115877013-1.1442002062012.759.64110278799.760422079-
0.1193192907-1.2224808492013.009.64807258579.768381198-
0.1203086128-1.2316125912013.259.64998788129.776340318-
0.1263524371-1.2924308382013.509.65767013089.784299438-
0.1266293074-1.294209242013.759.66737906859.792258558-

23. 0.1248794897-1.2752879122014.009.66440514999.800217678-
0.1358125282-1.3858113422014.259.67412470149.808176798-
0.1340520966-1.3667381752014.509.68623287779.816135918-
0.1299030402-1.3233622812014.759.69194519649.824095038-
0.1321498415-1.3451604542015.009.69701673559.832054158-
0.1350374222-1.3734405862015.259.70346220439.840013278-
0.1365510733-1.3877122872015.509.70837858429.847972398-
0.1395938134-1.4174878622015.759.71055186469.855931517-
0.1453796529-1.4750473112016.009.71262966479.863890637-
0.1512609727-1.533481852016.259.71613938359.871849757-
0.1557103738-1.5773170952016.509.72477945939.879808877-
0.1550294179-1.5691540172016.759.72992551899.887767997-
0.1578424783-1.5963408362017.009.73345813699.895727117-
0.1622689802-1.639788348
Cyclical Component as % of Trend
Year
Customer Service – Grading Criteria Rubric
Criteria
Ratings
Presentation
Cover page including name, class, date, and title.
Complete cover page and information
5 pts
Incomplete cover page/ incomplete information
3 pts
Missing cover page.
0 pts
Content - Problems
Identifies key issues using the 5 variables of service quality in
the airline industry case. Discusses customer and organizational
implications. Identifies challenges currently posed to the

24. organization.
Thesis is clearly stated and well developed. Details are tightly
connected to thesis.
15 pts
Thesis is adequately defined; uses appropriate supporting
details; topics are connected to thesis.
12 pts
Thesis is defined but missing supporting details; topics are
loosely connected to thesis.
9 pts
Thesis is not clear; limited supporting detail; topics not
connected to thesis.
4 pts
No Marks
0 pts
Content – Alternatives and Recommendations
Identifies the issues to be
addressed/establishes credibility; identifies and discusses
alternative solutions; describes the advantages of recommended
solutions.
Each area is analyzed thoughtfully and thoroughly.
30 pts
Several areas are analyzed well.
24 pts
At least one problem is analyzed adequately; needs more critical
analysis.
18 pts
Weak analysis is offered; facts are repeated without scrutiny.
10 pts
No Marks
0 pts

25. Conclusion – Summary and Implementation
Summarizes solution and presents the main points and overview
of implementation recommendations.
Conclusion is clear and recommendations are clear.
20 pts
More than one good alternative is proposed for each problem
identified.
15 pts
Only one adequate alternative is offered.
10 pts
No Marks
0 pts
Organization and Writing Mechanics
Effective use of headings, correct paragraph form, grammar,
spelling, punctuation, and punctuation. Evidence of proof
reading.
Neatly formatted and typed; no errors present in paper.
5 pts
Several formatting and writing errors.
3 pts
No Marks
0 pts
Total Possible Points: 75