In-flight NCCI management by combining the Kano model with the service blueprint : a comparison of frequent and infrequent flyers
Mijeong Go, Insin Kim
| Year of publication: |
December 2018
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|---|---|
| Authors: | Go, Mijeong ; Kim, Insin |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 69.2018, p. 471-486
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| Subject: | In-flight NCCI | Kano model | Service blueprint | Flying frequency | Airline industry | Fluggesellschaft | Airline | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |