FAR EASTERN UNIVERSITY
INSTITUTE OF TOURISM and HOTEL MANAGEMENT
Tourism Management Department
A Case Study Report
Presented to the Faculty of the Institute of Tourism and Hospitality Management
Far Eastern University-Manila
In Partial Fulfillment
Of the Requirements for
Quality Service Management in Tourism and Hospitality
THC 1105-LEC-SEC7-MN
, 2
INTRODUCTION
Before beginning with this paper, the researchers had some of the most
prominent dilemmas in the tourism industry. In relation to airline companies, the current
trend for those who stand strong amidst most crisis are the ones who invest in research
studies and those who adapt frequently. It can easily be said that customers who
indulge in aviation services have high sets of standards when it comes to finding
satisfaction. Conflict will become decisively prominent when the needs of consumers
are not met, because of this progress will be slow and to maintain power over
competitors will be a real challenge. Nonetheless, reality is that within an industry,
competition is a must for advancements to be made. And for an industry to maintain
excellence, the weak must be weed out and the strong must constantly adapt to
uprising challenges.
The students of Far Eastern University conducted this research in order to learn
more about what Eastern Airlines is and have a better and deeper understanding of the
said airline. With this study, the researchers are hopeful that it will serve as a guide for
every student/s who is seeking to be part of the Tourism and Hospitality Industry which
will enable them to be prepared and knowledgeable enough, which will help them to
enhance the skills they need for the industry. The main-focus of this paper is to discuss
any tourism and hospitality related organization and determine the reason behind its
closure in which it will serve as a beacon to all those who will partake in a fast-paced
industry. In relation to this, we all know that the airline is one of the major contributors to
the transportation system of the tourism industry, wherein it caters different products
and services to the tourists specifically a fast and convenient way to connect one state
to another. With that being said, the demand of customers in relation to the services of a
specific company tends to weigh more than that off smaller businesses.
, 3
TABLE OF CONTENTS
CHAPTER 1
History ........................................................................................................................5
CHAPTER 2
Company Profile and Services ...................................................................................7
Organizational Chart ...................................................................................................10
CHAPTER 3
Problems, Concerns, & Complaints ............................................................................11
CHAPTER 4
Root cause of the closure ...........................................................................................14
CHAPTER 5
Recommendation ........................................................................................................14
INSTITUTE OF TOURISM and HOTEL MANAGEMENT
Tourism Management Department
A Case Study Report
Presented to the Faculty of the Institute of Tourism and Hospitality Management
Far Eastern University-Manila
In Partial Fulfillment
Of the Requirements for
Quality Service Management in Tourism and Hospitality
THC 1105-LEC-SEC7-MN
, 2
INTRODUCTION
Before beginning with this paper, the researchers had some of the most
prominent dilemmas in the tourism industry. In relation to airline companies, the current
trend for those who stand strong amidst most crisis are the ones who invest in research
studies and those who adapt frequently. It can easily be said that customers who
indulge in aviation services have high sets of standards when it comes to finding
satisfaction. Conflict will become decisively prominent when the needs of consumers
are not met, because of this progress will be slow and to maintain power over
competitors will be a real challenge. Nonetheless, reality is that within an industry,
competition is a must for advancements to be made. And for an industry to maintain
excellence, the weak must be weed out and the strong must constantly adapt to
uprising challenges.
The students of Far Eastern University conducted this research in order to learn
more about what Eastern Airlines is and have a better and deeper understanding of the
said airline. With this study, the researchers are hopeful that it will serve as a guide for
every student/s who is seeking to be part of the Tourism and Hospitality Industry which
will enable them to be prepared and knowledgeable enough, which will help them to
enhance the skills they need for the industry. The main-focus of this paper is to discuss
any tourism and hospitality related organization and determine the reason behind its
closure in which it will serve as a beacon to all those who will partake in a fast-paced
industry. In relation to this, we all know that the airline is one of the major contributors to
the transportation system of the tourism industry, wherein it caters different products
and services to the tourists specifically a fast and convenient way to connect one state
to another. With that being said, the demand of customers in relation to the services of a
specific company tends to weigh more than that off smaller businesses.
, 3
TABLE OF CONTENTS
CHAPTER 1
History ........................................................................................................................5
CHAPTER 2
Company Profile and Services ...................................................................................7
Organizational Chart ...................................................................................................10
CHAPTER 3
Problems, Concerns, & Complaints ............................................................................11
CHAPTER 4
Root cause of the closure ...........................................................................................14
CHAPTER 5
Recommendation ........................................................................................................14
