United Continental I Agree That the First Essay

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United Continental

I agree that the first two are good.

For the third, the weakness would be that United Continental has cost control problems, which is the same as #2.

A weakness the company has is its customer satisfaction scores. This is a weakness for two reasons. One is that it makes it more difficult for the company to earn new business when it has a bad reputation. The other reason is that a poor customer satisfaction score reflects a lot of smaller issues at the company. Carey (2011) notes that Continental's customer satisfaction score is 64, a drop of ten points from the previous year. United held a score of just 61. These scores compare poorly to those of the company's nearest competitor, Southwest, which scored an 81. Issues that contribute to poor customer satisfaction can include understaffing, a poor organizational culture, operational issues like baggage handling, high fees and booking issues.

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No one issue is to blame for the poor scores, but the organization must improve in a lot of different areas to increase its customer satisfaction score and start to compete with Southwest.

Martin (2012) notes that there are some remaining weaknesses that relate to the merger, and the fact that it is still continuing. There were some significant glitches in integrating the reservation systems and eliminating the Continental name. The company's on-time rating dipped to 69%, including 53% at the key O'Hare hub. Such issues create a number of problems for the company. Obviously, if the problem is so bad it gets media coverage, this results in negative publicity. Also, high rates of late flights are a major issue for an airline that operates a hub-and-spoke system, because of the high number of passengers who have connecting flights. There are considerable challenges associated with merging airlines (Patel &.....

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