Decision Making Failure Within two months, Carnival, one of the world\'s most fa

Question

Decision Making Failure

Within two months, Carnival, one of the world's most famous cruise lines, experienced "troubled waters." One ship lost power and, as a result, the crew restricted the ability of passengers to go on and off the boat. Another of the cruise line's ships lost its ability to steer properly and had to be towed to the next destination. In order for the cruise line to redeem itself, it is now offering vacation trips at $38 a night.

read the article titled "Carnival Cruise Line in More Troubled Waters." the link: http://edition.cnn.com/2013/03/15/travel/carnival-problems

read the article titled "Another Problem Cruise: Second Carnival Ship in Less Than a Week Experiences Trouble at Sea." the link:http://www.foxnews.com/us/2013/03/15/second-carnival-cruise-in-week-experiences-trouble-at-sea.html

research other situations similar to the one described above and provide answers to the following questions:

Are discounts enough to satisfy customer demands? Why or why not? Describe what other actions the cruise line can take to assist with rebuilding their reputation and making passengers happy in the future?

What led to malfunction of the cruise line? Explain. Use the provided articles and research from two other reputable research sites to support your answer.

Did leadership on the cruise line use the right course of action during and after the incidents?

Were proper ethical actions used in these instances? Why or why not? Were their actions appropriate from an ethical perspective?

Explanation / Answer

Discounts: No, discounts alone acnnot satisfy the customers for a long term, the cruise has to earn customer(passengers) loyalty towards them, which cannot be achieved only by providing discounts, but by providing an excellent service thereby attaining customer satisfaction.

Rebuild reputation: To rebuild the reputation of the cruise, it has to ensure proper functioning and earn the trust of the passengers by providing a better service to the passengers.

Malfunction: The malfunction of the cruise was due to the poor leadership of the sailors and lack of co-ordination among them.

Leadership: No, there was no proper leadership on the cruise, which was the reason for troubles in the ship.

Provinding refund to the passengers was a good idea, but this could have been avoided if they had a proper functioning of the cruise and treat every passenger equally in times of emergency and risk.

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