In Preparation For This Research Effort, Review The Following Publications And Familiarize Yourself With The
In preparation for this research effort, review the following publications and familiarize yourself with the service experience of an airline passenger
Each publication is located within the attachment’s sections
Nam, S, Ha, C, Lee, H
(2018)
Redesigning in-flight service with service blueprint based on text analysis
MDPI
com, Sustainability|an Open Access Journal
10 (12):4492
Lim, J
& Lee, H
(2019)
Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel
Current Issues in Tourism, 1-16
Next, research information pertaining to the services provided and customer reviews of Delta Airlines
There are many online resources to aid in your search effort, including but not limited to: https://www
airlinequality
com/review-pages/a-z-airline-reviews/ https://www
tripadvisor
com/Airlines Develop a comprehensive report of the airline-passenger service encounters (as identified by Nam and Lee, 2018) and propose recommendations for improving service quality At a minimum, your report should include the following topics: · Identify the airline’s position (as a legacy or low-cost carrier) and describe how the service mix caters to their target market
· Evaluate the eight service encounters based on customer reviews and secondary research
· Explain the importance of innovative in-flight services
· Describe the significance of service quality and how it can be measured
At a minimum, your report should include the following: · Written with at least three sections, a 150-word introduction, body content containing subject headings, and wrap-up or summary
· Include a title page with your name, course, assignment number, and title
· Use current APA
In-text citations and include a reference page at the end
· A minimum of 4 pages, double-spaced (not including the title or reference pages)
Comparisonsofservicequalityperceptionsbetweenfullservicecarriersandlowcostcarriersinairlinetravel
pdfRedesigningIn-FlightServicewithServiceBlueprintBasedonTextAnalysis
pdf
