Joe Sullivan and Mark Holland, members of the top management at EuAir, a European airlines, were preparing for a meeting to discuss strategies to combat the recent rise in fuel prices. Before the meeting began, Joe and Mark were discussing how oil prices significantly impact the health of the world economy. Joe spoke of how higher oil prices since 1999, partly the result of OPEC supply management policies, contributed to the global economic downturn in 2000-2001 and have not been stable since. Mark agreed but added that the right kind of strategy could help them overcome this challenge, and that they could even use the situation to hike fares and generate additional revenues. Which of the following statements, if true, would denote the occurrence of groupshift in Mark's opinions during the meeting?
A) Mark proposed that the prices be hiked and additional customer service measures be included so costumers have the best experience flying with EuAir.
B) Mark encouraged the top-management team to consider laying off surplus employees and rightsizing EuAir to enhance its efficiency and lower costs.
C) Mark agreed with Joe's opinion that providing the best service possible, even if it meant incurring a loss in the short run, would be the best strategy.
D) Mark felt that EuAir should suspend some of its less profitable flights in the short run in favor of the routes that have greater demand among consumers.
E) Mark proposed that this was an opportunity for EuAir to use its brand name effectively and diversify into other products and services.

The statement that would denote the occurrence of group shift in mark's opinions during the meeting is that Mark proposed that the prices be hiked and additional customer service measures be included so customers have the best experience flying with EuAIR

What is customer service?

Customer service can be defined as the one-on-one interaction between the person buying the product and the person that is the representative of the seller. Most retailers consider this interaction as the most important and critical one as it ensures the buyer satisfaction and encouraging repeat business. Even today when the customer service option is becoming automated the option to talk to a human representative is still present as business consider it service leadership.

At many companies, the customer service representatives are the ones who meet or greet the people who buy the products from the organization. They are the ones that have the direct contact with the consumers. The buyer's perception of the company and the product are shaped in part by their experience in dealing with that person. For this reason, many companies work hard to increase their customer satisfaction levels.

Customer service should be a single-step process for the consumer. If a customer calls a helpline, the representative should whenever possible follow the problem through to its resolution.

What is price hike?

Price hiking is an normal economic phenomenon that typically happens when there is a dramatic increase in demand and/or a dramatic decrease in supply for a good or service. Usually this is due to a short run situation

The best remedy is to increase the supply. The market will respond to high prices for a good or service by producing more of the product. The price hike will encourage firms to innovate and increase production. Again, this may not be possible or may be difficult in the short run.

The alternative is for government to install rationing and/or price controls. This will inevitably require some sort of legal enforcement; for example fines for “price gouging” and such. It is also a fertile ground for the creation of black markets: where consumers and sellers get together illegally, and negotiate a price that is usually somewhat higher (due to increased risks) than what would be the market price.

Hence, option A is the correct answer

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