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@article{ART002051186},
author={Kim, In-sin and 봉유미 and Cho, Min-Ho},
title={Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2015},
volume={39},
number={10},
pages={71-90},
doi={10.17086/JTS.2015.39.10.71.90}

TY - JOUR
AU - Kim, In-sin
AU - 봉유미
AU - Cho, Min-Ho
TI - Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis
JO - Journal of Tourism Sciences
PY - 2015
VL - 39
IS - 10
PB - The Tourism Sciences Society Of Korea
SP - 71
EP - 90
SN - 1226-0533
AB - The purposes of this research were to (1) classify specialized in-flight service quality elements for young kids by applying to Kano model and verify Timko customer satisfaction coefficient, and (2) build the specialized in-flight service blueprint for young kids customers. The Kano model was analyzed and Timko satisfaction coefficient was drawn using data collected from 198 customers who have flown with their young kids. The results of this study indicate that (1) 35 young kids customers’ specialized in-flight service items collected from FGI(Focus Group Interview) were categorized as following: 26 elements as Attractive Quality, 7 elements as One-Dimensional Quality, one element as Must-be Quality, and one element as Indifferent Quality, and (2) specialized in-flight service blueprint for young kids customers was generated to indicate all steps in the service process including Kano service quality category and Timko customer satisfaction coefficient. This study can provide managers with crucial implication to improve service quality in airline industry.
KW - Service blueprint;Specialized in-flight service;Kano model;Young kids customer;Airline
DO - 10.17086/JTS.2015.39.10.71.90
ER -

Kim, In-sin, 봉유미 and Cho, Min-Ho. (2015). Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis. Journal of Tourism Sciences, 39(10), 71-90.

Kim, In-sin, 봉유미 and Cho, Min-Ho. 2015, "Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis", Journal of Tourism Sciences, vol.39, no.10 pp.71-90. Available from: doi:10.17086/JTS.2015.39.10.71.90

Kim, In-sin, 봉유미, Cho, Min-Ho "Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis" Journal of Tourism Sciences 39.10 pp.71-90 (2015) : 71.

Kim, In-sin, 봉유미, Cho, Min-Ho. Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis. 2015; 39(10), 71-90. Available from: doi:10.17086/JTS.2015.39.10.71.90

Kim, In-sin, 봉유미 and Cho, Min-Ho. "Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis" Journal of Tourism Sciences 39, no.10 (2015) : 71-90.doi: 10.17086/JTS.2015.39.10.71.90

Kim, In-sin; 봉유미; Cho, Min-Ho. Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis. Journal of Tourism Sciences, 39(10), 71-90. doi: 10.17086/JTS.2015.39.10.71.90

Kim, In-sin; 봉유미; Cho, Min-Ho. Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis. Journal of Tourism Sciences. 2015; 39(10) 71-90. doi: 10.17086/JTS.2015.39.10.71.90

Kim, In-sin, 봉유미, Cho, Min-Ho. Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis. 2015; 39(10), 71-90. Available from: doi:10.17086/JTS.2015.39.10.71.90

Kim, In-sin, 봉유미 and Cho, Min-Ho. "Service Blueprint of the Young Kids Customers’ Specialized In-flight Service Utilizing Kano Model Analysis" Journal of Tourism Sciences 39, no.10 (2015) : 71-90.doi: 10.17086/JTS.2015.39.10.71.90