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Excellence in Flight
KOREAN AIR
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ABOUT KAL
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About KOREAN AIR
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About KOREAN AIR
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About KOREAN AIR
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About KOREAN AIR
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About KOREAN AIR
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About KOREAN AIR
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About KOREAN AIR
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KOREAN AIR¡¯S 3C
COMPETITOR
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KOREAN AIR¡¯S 3C
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CUSTOMER
Level of
expectations
Zone of
Tolerance
Desired Service
Adequate Service
Zone of
Tolerance
Desired Service
Adequate Service
Most important factors
Least Important factors
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KOREAN AIR¡¯S STP
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