아시아나

Asiana
Airlines
Index
1.7P
2.Gap Analysis
4.Servqual
5.Fairness Case
6.Service Innovation
7.Demand
8.Pricing
9.Conclusion
3.Customer Behavior
and
1.7P
Chapter 1
and
7P
and
7P
PRODUCT
Reservation service

In-Flight service

Airport service
and
7P
The 24 hours service
PLACE
and
7P
PRICE
Price competitiveness Flexible price
and
7P
PEOPLE
The Asiana airline won the prize in the ‘best on board service and flight attendants’ field continually of the past 4 years and they encourage passengers and staffs to communicate each other.

and
7P
Airport lounge
The convenience facilities for disabled person
Uniform
PHYSICAL EVIDENCE
and
2.Gap
Analysis
Chapter 2
and
Gap Analysis
and
Gap Analysis
Provider Gap 1 (Knowledge Gap):
not knowing what customers expect

Provider Gap 2 (Service Design Standards Gap):
not having the right service designs and standards

Provider Gap 3 (Service Performance Gap):
not delivering to service standards

Provider Gap 4 (Communication Gap
....

[pptx/pdf]아시아나