کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
7420792 | 1482614 | 2018 | 16 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers
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موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
استراتژی و مدیریت استراتژیک
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چکیده انگلیسی
This study explores the components of negative customer-to-customer interaction (NCCI) regarding the in-flight service delivery process, classifies service quality attributes using the Kano model, identifies differences between groups in the classification of each attribute based on annual flying frequency, and introduces a service blueprint for in-flight NCCI management that includes customer satisfaction and dissatisfaction coefficients. The 26 NCCI management items were derived through focus group interviews and classified with Kano's model using data collected from 350 passengers who had experiences with international flying. Also, some NCCI management quality characteristics reflecting frequent flyers' needs were found to be distinct from those of infrequent flyers. Finally, the study produced a service blueprint for in-flight NCCI management with specific Kano quality categories as well as customer satisfaction and dissatisfaction coefficients. This research contains significant challenge in methodological integration by merging Kano's model with the service blueprint approach in the tourism research field.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Tourism Management - Volume 69, December 2018, Pages 471-486
Journal: Tourism Management - Volume 69, December 2018, Pages 471-486
نویسندگان
Mijeong Go, Insin Kim,