This kind of an attitude by the airline staff can put the airline in jeopardy. Since it is a service sector business the responsibility lies on the shoulders of the concerned staff to keep the customers satisfy and provide whatever help that is possible (Borenstein & Rose, 1995).When travelling and on board, customers normally expect that they are given quality service and are treated friendly and are made to feel at ease. Giving such a treatment to customers and giving them a friendly and easy feedback is the sole responsibility of the staff as this is the ultimate target behind keeping the motivated and satisfied with their jobs. It must also be noted that ensuring that the staff complies with this behavior is the responsibility of the management and concerned supervisory authorities (Lawton, 2003).

Contrary to this, Frontier Airline has not focused merely on keeping the staff motivated, but it...
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