7.

Does Customer Bill of Rights of JetBlue conform to all characteristics of an effective

service guarantee?

The service guarantee pushes the entire company to focus on customers’ definition of good
service. Service guarantee sets clear performance standards, which boost employee
performance and morale. It generates reliable data when performance is poor. It forces an
organization to examine its entire service-delivery system for possible failure points. At Last,
it builds customer loyalty, sales, and market share by enhancing customer satisfaction from
the initial contact with the company till the end stage of availing the service.

Customer judge its customer services on following dimension:

1. Care and concern (employees’ friendliness, courtesy, and warmth).

2. Initiative (employees’ ability and willingness to jockey the system on the customer’s
behalf).

3. Problem solving (figuring out solutions to customer problems, whether unusual or

routine—like multiflight airline tickets).

4. Recovery (going the extra yard, when things go wrong, to handle a problem—which
includes the simple but often overlooked step of delivering an apology).

The Customer Bill of Rights mentioned every aspect of the customer’s air travel experience,
including cancellations, departure & ground delays and overbookings. The Customer Bill of
Rights of JetBlue addresses the solution to each problem that the customers might face while
availing the service and necessary initiatives to compensate or reduce customer
dissatisfaction is addressed in JetBlue’s Customer Bill of Rights.

The Customer Bill of Rights of JetBlue do conform to all characteristics of an effective

service guarantee.