Services which fulfills the customer’s needs and wants and successfully meets the strategic intentions of the company is mainly the result of a properly developed design and delivery of a whole set of interrelated processes.( Johnston and Clark,2008). Most of the processes are quiet complex, which involves many parallel processes, administrations, people, selections and activities. This means that the service provider must engage in the chain of processes from the start to end of the process rather than just the final stage of delivery to customers. It is also important that the services provided by the organization create a satisfactory customer experience. ‘It’s not only the service process but also the service people and proper allocation of resources which creates the customer’s experience and results in the service outcomes.’ (Johnston and Clark, 2008).
Offering a limited and assimilated mass service Easy jet is one of the profitable low-cost airlines in Europe. (Keynote, 2010). Easy jet has adapted the low-cost carrier concept based on the southwest airlines model (Fojt, 2006). Easy jet is the UK’s leading low-cost airline and the second largest in Europe followed by Ryan-air. (Keynote, 2010).
For creating a proper customer relation management Easy jet goes through a set of service processes which starts from marketing themselves; reservation of the tickets by the passengers; confirmation of the ticket by sending an email or sms; the check-in process at the departure airport; post check-in and in-flight services offered to the passengers; smooth arrival at the destination and last but most important following up on frequent flyers.
The various key service processes that has been adopted by Easyjet so as to sustain the effective service management, are mentioned below.
The two best ways by which the customer can book tickets is either online or by calling them. In the initial stages Easy jet ticket bookings...