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Customer Satisfaction (CS)

C/M/1248. Addressing the Problem of Customer Rage: Case Study of Ryanair

WORDS:
2600
DATE:
2009
PRICE:
29.99 GBP

The paper addresses the issues of customer rage looking at the episodes when customers’ verbal attacks caused damage to the company’s image and reputation. The framework of customers’ rage-associated behaviour is examined on the basis of the article ‘Customer Rage Episodes: Emotions, Expression and Behaviour’ by Janet R. McColl-Kennedy et al, (2009). Conclusions are made about the consequences of poor customer service for the company. A case study is conducted of customer complaints about Ryanair services suggesting solutions that can be used by frontline managers to resolve and reduce the tension of customer rage.

 

KEYWORDS: Customer rage, customer satisfaction, customer service, Ryanair, company image, company reputation,

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