Quality Amelioration for Aviation Service Failures
| Autor: | Tzu-Yu Lee, 李姿諭 |
|---|---|
| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 Service providers interact with their customers to create economic values. However, services are not only intangible, but also lacking of standard measuring tool for managing service quality from difference perspectives. In this study, we apply the concept of service science that aim to integrate business, natural sciences, engineering, social sciences as well as user-side innovation to generate innovative services and improve the service failures in the service delivery for aviation. By establishing Web 2.0 discussion forum to collect customers’ requirements as the source of requirements of Service QFD, our work aims at utilizing these requirements to design service functions, such that achieving the threshold of service experiment. Besides, we employ Fuzzy Kano Model to understand the types of customers’ requirements and improve their satisfaction. Furthermore, we also describe the Service Blueprints and propose the policies of service failures in the procedures for passengers to take airplanes. The process documentations of every activity were stored in a provenance store and managers could query, trace and manage them. Finally, we intend to propose a Fuzzy AHP to assist customers to choose the appropriate aviation type based on their needs. Hopefully, this study helps people reverse their travel mode without sacrificing the travel quality and satisfaction; solicit people to go abroad more frequently, but save the expenditures for each traveler. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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