아시아나

_SLIDE_1_ Asiana Airlines _SLIDE_2_ Index 1.7P 2.Gap Analysis 4.Servqual 5.Fairness Case 6.Service Innovation 7.Demand 8.Pricing 9.Conclusion 3.Customer Behavior _SLIDE_3_ and 1.7P Chapter 1 _SLIDE_4_ and 7P _SLIDE_5_ and 7P PRODUCT Reservation service In-Flight service Airport service _SLIDE_6_ and 7P The 24 hours service PLACE _SLIDE_7_ and 7P PRICE Price competitiveness Flexible price _SLIDE_8_ 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. _SLIDE_9_ and 7P Airport lounge The convenience facilities for disabled person Uniform PHYSICAL EVIDENCE _SLIDE_10_ and 2.Gap Analysis Chapter 2 _SLIDE_11_ and Gap Analysis _SLIDE_12_ and Gap Analysis Provider Gap 1 (Knowledge Gap): not knowing what customers expect Provider Gap 2 (Service Design &Standards Gap): not …
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