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@article{ART002194037},
author={In-Sin Kim and 고미정},
title={Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2017},
volume={41},
number={2},
pages={121-138},
doi={10.17086/JTS.2017.41.2.121.138}

TY - JOUR
AU - In-Sin Kim
AU - 고미정
TI - Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis
JO - Journal of Tourism Sciences
PY - 2017
VL - 41
IS - 2
PB - The Tourism Sciences Society Of Korea
SP - 121
EP - 138
SN - 1226-0533
AB - This study: (1) explored the factors of negative customer-to-customer interaction (NCCI) throughout the flight service process and classified service quality elements according to the Kano analysis method, (2) verified the Timko customer satisfaction coefficient, and (3) presented a new service blueprint that included NCCI service management. Data were collected from 350 customers who had experience with international flight. Among 26 NCCI items derived by FGI, the results revealed 10 items of attractive quality, 13 items of must-be quality, 2 items of one-dimensional quality, and 1 item that was of indifferent quality. Also, the study produced a service blue print for NCCI management that included specific quality elements for the Timko customer satisfaction coefficient throughout the flight service process. Based on these results, academic implications of this study are discussed and practical implications are provided.
KW - In-flight NCCI;Service blue print;Kano analysis;Airline industry
DO - 10.17086/JTS.2017.41.2.121.138
ER -

In-Sin Kim and 고미정. (2017). Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis. Journal of Tourism Sciences, 41(2), 121-138.

In-Sin Kim and 고미정. 2017, "Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis", Journal of Tourism Sciences, vol.41, no.2 pp.121-138. Available from: doi:10.17086/JTS.2017.41.2.121.138

In-Sin Kim, 고미정 "Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis" Journal of Tourism Sciences 41.2 pp.121-138 (2017) : 121.

In-Sin Kim, 고미정. Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis. 2017; 41(2), 121-138. Available from: doi:10.17086/JTS.2017.41.2.121.138

In-Sin Kim and 고미정. "Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis" Journal of Tourism Sciences 41, no.2 (2017) : 121-138.doi: 10.17086/JTS.2017.41.2.121.138

In-Sin Kim; 고미정. Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis. Journal of Tourism Sciences, 41(2), 121-138. doi: 10.17086/JTS.2017.41.2.121.138

In-Sin Kim; 고미정. Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis. Journal of Tourism Sciences. 2017; 41(2) 121-138. doi: 10.17086/JTS.2017.41.2.121.138

In-Sin Kim, 고미정. Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis. 2017; 41(2), 121-138. Available from: doi:10.17086/JTS.2017.41.2.121.138

In-Sin Kim and 고미정. "Exploring In-Flight NCCI Components and Drawing a Service Blue Print to Achieve Effective NCCI Management: An Application of the Kano Analysis" Journal of Tourism Sciences 41, no.2 (2017) : 121-138.doi: 10.17086/JTS.2017.41.2.121.138