Economy of Social - Social Media Tips, Marketing and Business

The gods' service is tolerable, man's intolerable.~ Plato . Service industry is characterized by an intangible experience and the lack of standardization sometimes leaves many of us unsatisfied. The airline industry is an example of "pure service". There is nothing tangible about the whole journey from searching for an airline, to buying a ticket, getting a boarding pass to getting your luggage back. As Plato says, man's service in intolerable. We are critical, judgmental and impatient while seeking the services of another man. So as a service provider, if a customer vents out a poor experience to a third party, it would end up in poor word-of-mouth and result in lost customers. The low-cost airline industry especially is plagued by this problem since "the low cost" is managed through a "rough" experience given to the customer. Since "low cost" means "high volumes", the sheer volume of "word-of-mouth" is quite hig...

The 5 day strike of jet airways pilots that ended on 13th September 2009 is another example of the dangers of taking communication lightly. According to sources the simulated strike cost jet around $40 million. The damage done is although much deeper. Looking at the nature of strike, there are 3 things that went wrong Communication Negotiations Interpersonal stage collapse There was clearly a communication lag between the management and the pilots association that led to an ugly concert and pilots holding management to ransom. Labor unions can sometimes take advantage of the shortage of skilled labor and and can set terms and conditions not conducive to the growth of the organization. The history of the communication lag between Jet Airways management and its employees goes way back to Oct 2008 when around 1900 employees were laid off but later asked to return after government intervention. This drama of layoff, which went awry in a way, gave the employees a sense of power over th...