Customer Service Review Paper

Find a peer reviewed article from the library regarding customer service. Read and review the article and explain if the author had any errors in reasoning or issues with insufficient evidence. Did you detect any bias that the author had? Compare your findings to anything that you have seen regarding this in the media, at work or in your life. Use examples to support your position.

SAMPLE SOLUTION

The article under review is titled “Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines” by David Baker. The primary goal of the article was to determine the customer satisfaction and quality of service delivery of the best fourteen United States airlines. The quantitative research methods were used to analyze the collected data from the Department of Transportation Air Travel for the years 2007 to 2011 (Baker, 2013). The objective was to compare service quality and customer satisfaction with respect to airlines quality.
The author had sufficient data from reliable sources. Besides, he used verifiable quantitative research methods to reach his conclusion. It is evident that low cost carriers get more customers than the high-cost…