항공사 기내서비스의 서비스청사진 분석에 관한 연구

This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.