Evaluating the Airline Experience and Service Quality

Question Description

Review: attached doc and following links

Nam, S, Ha, C, Lee, H. (2018). Redesigning in-flight service with service blueprint based on text analysis. (Links to an external site.) MDPI.com, Sustainability|an Open Access Journal. 10 (12):4492.

Next, select an airline and research information pertaining to the services provided and customer reviews. There are many online resources to aid in your search effort, including but not limited to:

Develop a comprehensive report of the airline-passenger service encounters (as identified by Nam and Lee, 2018) and propose recommendations for improving service quality. Review the following report requirements:

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.

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