Question: An airline is facing rapidly deteriorating passenger load factor (PLF) while its competitors are enjoying healthy PLF. There are also a rise of complaints against

An airline is facing rapidly deteriorating passenger load factor (PLF) while

An airline is facing rapidly deteriorating passenger load factor (PLF) while its competitors are enjoying healthy PLF. There are also a rise of complaints against both the cabin and ticketing service of the airline. Describe how the airline could use either action research or appreciative inquiry to analyse the problems and implement necessary changes (both methods need to be described). (10 marks)

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