Redesigning In-Flight Service with Service Blueprint Based on Text Analysis
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DOI: 10.3390/su10124492
Abstract: Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic… read more here.
Keywords: service encounters; flight service; service; service blueprint ... See more keywords