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时间:2020-04-29
《美联航为何激起众怒.doc》由会员上传分享,免费在线阅读,更多相关内容在应用文档-天天文库。
1、美联航为何激起众怒 WhenvideocirculatedearlierofamanbeingdraggedfromaUnitedAirlinesflightafterrefusingtogiveuphisseattomakeroomforfourairlineemployees,thefootageleftmanywondering:2Hasairtravelreallygottenthisbad? Thefalloutfromthefootage,inwhichaman,whomwitnessesoverhea
2、rdsayinghewasadoctorwhohadtoseepatientsinthemorning,3isforciblyremovedfromhisseatbyChicagoairportpolice,wasswiftanddisastrous.Itdidn’thelpthatUnitedCEOOscarMunozinitiallyrespondedbycharacterizingthepassengeras“belligerent”4andpraisingtheactionsofUnitedemployees.
3、DavidDaosufferedaconcussion5,abrokennose,andlostteeth,hislawyerssaid. Thecompany’sstockplunged6.MembersoftheUSSenatecalledforaninvestigation.Unitedcustomerspostedvideosandpicturesofthemselvescuttinguptheirfrequentfliercards,andinAsiatheincidentwentviralamidalle
4、gationsofracismtowardapassengerofAsianethnicity.7 Butiftheoutcry8reflectedtheshockingdetailsofthisoneincident,theincidentalsohintsatadeeperpublicfrustrationwiththeairlineindustryandtheserviceeconomymorebroadly. Manycustomersfeeltheyarebeingtreatedworseandworse
5、,withfewfinancialconsequenceforcorporations..Increasedstratificationofservices,whereaselectgroupofelitetravelersgetalltheperkswhileseatsgetsmallerandfeespileupfortherest,maybeincreasingthatsenseofdissatisfaction.9 Andit’snotlimitedtoaviationoreventhehospitality
6、industry.10Cableandinternetservicecompaniescameinhighinone2015surveyofcustomerdissatisfaction,conductedbyIpsos11.Healthcare,insurance,andutilities12werealsohighonthelist.Butairlinesarethevenue13forsomebigdisappointments. “United’spolicyismakethemostmoneyyoucan,
7、butatsomepointthatinterfereswithyouractualjobmovingpeoplefromAtoB,”saysJeffWagg,alicensedtravelagentandpartnerinAbsolutelyCruises!,acruise14-focusedtravelagencybasedinCambridge,Mass.“There’snootherindustrywhereyoupayforaservicewayaheadandthenyoumightnotgetitifit
8、isn’tconvenienttothem.” “Thisisanoligopolisticindustrythathasbecomeincreasinglycalloustowardcustomersasitrakesinbillionsinprofitsthankstostrongdemandandlowoilprices,
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