Service on Flights-Issues and Analysis by the Use of Diaries

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Abstract
Flights are not perceived as a single event by the customer, but rather as a series of interlinking episodes. Satisfaction or dissatisfaction with the flight can hence be measured across a series of services. This paper illustrates the use of the diary method by the participant observer, arguing that this method generated both insights into the nature of the service delivery while also supporting the concepts of satisfaction as a æconsumerist gapÆ between anticipation and service delivery.

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