Assignment 3: Services Marketing
Commercial airlines are part of the service industry. For them, it is critical to make the best of every interaction with the customer.
Analyze the key elements of buying commercial airline services.
Create a blueprint (diagram) detailing the service delivery process involving the frontline employee-customer contacts before, during, and after the purchase. Each contact should be clearly identified and deliberated.
Create your blueprint in a 2- to 3-page Microsoft Word document.