In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers |
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| Affiliation: | 1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong;2. Marriott Professor of Revenue Management, Department of Hospitality and Tourism Management, Pamplin College of Business, Virginia Tech, Blacksburg VA 24061, USA;1. School of Biological, Earth and Environmental Sciences, UNSW Sydney, Sydney, 2052, Australia;2. Department of Geography, Texas A&M University, TX, USA;3. Faculty of Science, University of Windsor, Windsor, Canada;1. Center for Hospitality and Tourism Research, School of Hospitality and Tourism Management, Oklahoma State University, 365 Human Sciences, Stillwater, OK 74078, USA;2. The Cecil B. Day School of Hospitality Administration, J. Mack Robinson College of Business, Georgia State University, 35 Broad Street NW #215, Atlanta, GA 30303, USA;3. School of Hospitality and Tourism Management, Oklahoma State University, 365 Human Sciences, Stillwater, OK 74078, USA;1. Departament of Business Organization, UNED, Spain;2. Departament of Business Economy & Accounting, UNED, Spain |
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| Abstract: | This study explores the components of negative customer-to-customer interaction (NCCI) regarding the in-flight service delivery process, classifies service quality attributes using the Kano model, identifies differences between groups in the classification of each attribute based on annual flying frequency, and introduces a service blueprint for in-flight NCCI management that includes customer satisfaction and dissatisfaction coefficients. The 26 NCCI management items were derived through focus group interviews and classified with Kano's model using data collected from 350 passengers who had experiences with international flying. Also, some NCCI management quality characteristics reflecting frequent flyers' needs were found to be distinct from those of infrequent flyers. Finally, the study produced a service blueprint for in-flight NCCI management with specific Kano quality categories as well as customer satisfaction and dissatisfaction coefficients. This research contains significant challenge in methodological integration by merging Kano's model with the service blueprint approach in the tourism research field. |
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| Keywords: | In-flight NCCI Kano model Service blueprint Flying frequency Airline industry |
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