activity 13 3 united breaks guitar
1/Dave Carroll, a singer song writer from Canada, had a little trouble with United Airlines. https://bi.gale.com/essentials/company/308901?u=tlearn_trl A baggage handler mishandled one of Dave’s guitars and events escalated from there. Please watch this video #1 https://www.youtube.com/watch?v=5YGc4zOqozo and answer questions 1-6.Based on the information provided in video #1, did Dave Carroll register an instrumental or non-instrumental complaint? Please explain.
2/Is Dave Carroll’s complaint ostensive or reflexive? Please discuss.
3/Based on the information provided in the text, discuss the primary reasons Dave Carroll is complaining.
4/Discuss Dave’s complaint in terms of voice, exit, and retaliation outcomes.
5/Based on the text section pertaining to “Service Failure Identification,” how would you categorize this particular service failure among the four proposed failure groups?
6/Please watch videos #2, #3, and #4 and answer the questions that follow.Discuss this failure scenario in terms of the failure attributions of: locus, stability, and controllability.
7/The text provides five broad recovery strategies. What advice would you provide United to recover from this particular service failure?
8/Discuss United’s recovery efforts in terms of distributive, procedural, and interactional justice.
