臺灣博碩士論文加值系統

在競爭激烈的航空業中，建立優質的顧客體驗和留下難忘印象已然成為商業環境中最重要的事情。地勤人員在與旅客互動時，他們的行為會給予旅客第一印象，這直接影響到公司的成功與否，他們在提升整個機場和航空公司的顧客體驗方面發揮著至關重要的作用，然而，在高壓的工作環境下，儘管徵才次數多、競爭激烈，也成為許多人的夢幻職業，仍面臨員工流動高、人力不足的問題，因而導致服務品質下降，對航空業的聲譽及顧客信任造成了負面影響。
因此，本研究將以地勤人員與顧客的雙向體驗感為主題，目的在於探討影響員工工作體驗及顧客體驗的因素，從不同階段中探討不同角色是否也面臨顯著一樣的痛點。研究設計將採用顧客旅程地圖作為分析工具，針對員工及顧客設計不同的訪談大綱，將地勤人員的工作分為四個階段：機場報到流程、候機室/登機門、轉機或入境以及行李組，並分別邀請4位員工及6位顧客作為研究對象，透過半結構式訪談法，針對員工和顧客在同一階段遇到的接觸點所獲得的服務體驗感受進行訪談，以探討其是否有相同或相異之處。
本研究共整理出員工端19個類別104個分析單位、顧客端16個類別86個分析單位，並根據這些類別繪製出旅程地圖。根據研究結果顯示，機場設施設備、工作心境及服務是最多受訪者提及的，發現人員服務態度及環境對顧客體驗的影響最大，而設備的好壞及旅客的態度會影響地勤人員工作心態，對工作體驗影響最大。本研究建議機場及航空公司可以以改善機場環境、關心員工心理狀態的方向做發展。未來可以將研究擴展至跨國機場和航空公司，探討不同文化背景下的管理模式和服務水平差異。

In the competitive aviation industry, establishing excellent customer experiences and leaving unforgettable impressions have become important in the business landscape. Ground staff, who interact directly with passengers, play a crucial role in shaping the first impression that directly impacts the success of the company. They are instrumental in enhancing the overall customer experience at airports and airlines. However, despite being a dream job for many due to frequent hiring and intense competition, ground staff face challenges such as high turnover rates and staffing shortages, leading to a decline in service quality. This negatively affects the reputation of the aviation industry and undermines customer trust. Existing improvement measures often remain superficial.
Therefore, this study focuses on the dual experiences of ground staff and customers, aiming to explore the factors that influence employee work experience and customer experience, and to investigate whether different roles face similar pain points at different stages. The research design will use customer journey mapping as an analytical tool, with different interview outlines designed for employees and customers. The ground staff's work will be divided into four stages: check in process, waiting area/boarding gate, transfer or immigration, and lost and found. Four employees and six customers are invited as study participants. Through semi-structured interviews, the service experiences at various touchpoints encountered by employees and customers at the same stage will be examined to determine if there are similarities or differences.
This study compiled 19 categories with 104 analysis units from the employee side and 16 categories with 86 analysis units from the customer side, and created journey maps based on these categories. The research results indicate that airport facilities, work mindset, and service were the most frequently mentioned factors. It was found that the service attitude of staff and the environment have the greatest impact on customer experience, while the quality of equipment and passenger attitudes significantly affect the work mindset of ground staff, thereby having the greatest impact on their work experience. This study suggests that airports and airlines should focus on improving the airport environment and attending to employees' psychological well-being. Future research could extend to international airports and airlines to explore differences in management models and service levels across different cultural backgrounds.

謝辭 i
中文摘要 ii
英文摘要 iii
目 次 v
表 次 vii
圖 次 viii
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題 3
第三節 研究目的 5
第四節 研究流程 5
第貳章 文獻探討 7
第一節 顧客旅程地圖 7
第二節 機場 11
第三節 地勤人員 13
第四節 服務品質 16
第五節 體驗 18
第參章 研究方法 23
第一節 研究設計 23
第二節 半結構式訪談 24
第三節 資料分析方法 27
第肆章 研究結果 30
第一節 訪談個案紀錄 30
第二節 逐字稿分析及複核 32
第三節 資料分析結果 34
第四節 旅程地圖繪製 68
第伍章 結論與建議 72
第一節 研究結論與建議 72
第二節 學術與實務貢獻 76
第三節 研究限制與未來研究建議 77
參考文獻 78
附錄 88
附錄一、訪談邀約企劃書 88
附錄二、員工端資料分析結果的發展單位 96
附錄三、顧客端資料分析結果的發展單位 120

刁文君 (2019)。主管領導行為、工作滿意度與離職傾向之關聯性：以某本國籍國際航空公司為例[未出版碩士論文]。中原大學。
王世澤 (2003)。體驗行銷：模型發展與實務驗證[未出版碩士論文]。國立中央大學。
交通部民用航空局 (2023) 。中華民國111 年民航統計年報。https://www.caa.gov.tw/Article.aspx?a=1092&lang=1
宋同正 (2014)。序–服務設計的本質內涵和流程工具。設計學報，19(2)，1-8。http://www.jodesign.org.tw/index.php/JODesign/article/view/1130
吳文婷、牟鍾福 (2023)。以顧客旅程地圖探討私人排球運動場館之服務設計。運動知識學報，(20)，89-102。https://www.airitilibrary.com/Article/Detail/1816532X-N202308020007-00008
周彥妤 (2023，11月28日)。從13跌到82名！桃園機場全球排名連4年暴跌 學者曝「致命關鍵」。聯合報。https://udn.com/news/story/7266/7602776
姜佳瑗 (2016)。探討智慧化機場發展趨勢與應用研究案。財團法人中華航空事業發展基金會。https://www.cadf.org.tw/sites/default/files/%E7%B7%92%E8%AB%96PDF.pdf
姚昱均 (2023)。航空產業美學勞務、角色認同、情緒耗竭與工作滿意度之關係[未出版碩士論文]。國立臺中教育大學。
徐達光、洪千翔 (2016)。以 Kano 二維模式探討台灣機場服務創新之服務品質偏好研究。輔仁民生學誌，22(2)，1-21。https://www.airitilibrary.com/Article/Detail/10276149-201612-201801120013-201801120013-1-21
張文晉 (2017)。我國旅客使用大眾捷運系統前往機場之體驗探討：以台北捷運文湖線為例[碩士論文，國立臺灣大學]。http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/4027
陳美錤 (2015)。女性臉部保養品消費者之顧客旅程地圖[碩士論文，國立臺灣大學]。https://doi.org/10.6342/NTU.2015.02285
陳聖明、林顯輝 (2008)。航空地勤人員工作壓力與因應策略關係之研究－以高雄國際機場為例。美容科技學刊，5 (1)，193-220。https://doi.org/10.30001/jies.200803.0014
許順旺、李湘玲 (2012)。航空地勤服務人員情緒勞務與工作態度之相關研究-以工作倦怠為中介變項。輔仁民生學誌，18(2)，1-26。https://doi.org/10.29440/FJJHE.201212.0001
曾清枝、林萱瑋 (2018)。整合Kano和品質機能展開以提升桃園國際機場之顧客滿意度，品質學報，25(5)，289-309。https://doi.org/10.6220/joq.201810_25(5).0001
馮正明、鄭光遠 (2006)。探討航空公司員工滿意度與顧客忠誠度關係之研究：由服務行為之觀點探討。運輸計劃季刊，35(2)，191-231。https://doi.org/10.6402/TPJ.200606.0191
鈕文英 (2023)。質性研究方法與論文寫作 (四版)。雙葉書廊有限公司。
葉淑暖 (2023)。航空公司品牌形象與服務品質對顧客忠誠度之影響－顧客滿意度之中介效果[碩士論文，淡江大學]。https://doi.org/10.6846/TKU.2021.00737
黃千容、施志宜 (2008)。創造觀光吸引力之研究－以提升航空站商業服務爲例。真理觀光學報，(6)，95-105。https://doi.org/10.6438/TOJT.200801.0095
黃映瑀 (2005)。體驗行銷、體驗價值、顧客滿意、品牌形象與行為意向關係之研究[未出版碩士論文]。大葉大學。
黃繹維 (2019)。台灣國籍航空客運運務地勤人員之工作經驗[碩士論文，國立臺灣大學]。華藝線上圖書館。
楊政樺、陳光華 (2006)。航空公司第一線服務人員之組織承諾、專業承諾與顧客期望服務態度之探討－以神馳經驗為干擾變項。旅遊管理研究，6(2)，217-243。https://nhuir.nhu.edu.tw/retrieve/7692/3082060206.pdf
經濟部航太產業發展推動小組 (2024，2月16日)。歷年航空產業產值。https://www.casid.org.tw/Page.aspx?ID=9e2d07e8-9f61-4e7a-8485-63b5dcd16dda
鄭羽汎 (2020)。以顧客旅程地圖探討 Youbike 的使用者體驗[未出版碩士論文]。國立成功大學。
蕭至庭、李力昌、林佳慶 (2015)。微笑的背後：航空公司運務員的真實人生。休閒暨觀光產業研究，7 (2) ，2-20。https://doi.org/10.6158/jltir.201511_7 (2) .0001
Abbott, L. (1955). Quality and competition: an essay in economic theory. Columbia University Press.
Ali, F., Dey, B. L., & Filieri, R. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality & Reliability Management, 32(5), 486-502. https://doi.org/10.1108/IJQRM-07-2013-0110
Andrews, J., & Eade, E. (2013). Listening to students: Customer journey mapping at Birmingham City University Library and learning resources. New Review of Academic Librarianship, 19(2), 161-177. https://doi.org/10.1080/13614533.2013.800761
Archana, R., & Subha, M. (2012). A study on service quality and passenger satisfaction on Indian airlines. International Journal of Multidisciplinary Research, 2(2), 50-63. https://d1wqtxts1xzle7.cloudfront.net/52579148/jd-libre.pdf?1491903738=&response-content-disposition=inline%3B+filename%3DA_STUDY_ON_SERVICE_QUALITY_AND_PASSENGER.pdf&Expires=1722553050&Signature=aWwlmzEAr9PJk45YjQZjHW0s-2ayjL5GvlqrfmHimUJYZtDYHya~8m-QktO~WO4pSY~vaLcBn8Q4RUr3TGkUqGWmluUDpyMAUlfXPmU5f1c5X6XX~IQsQm~~G5p8ArxJaDSD3qotiIu6PQRXkqBjPNx0KL2SNIMVNSydBwTPKDmcu8iwdWEay9MDTFOXEiH8vsh0cq0~bkiUqbBN3bRYjDooXK71bf5FpA3c8AvOZWr9L6coJQlOtEUov4td-obSUW5WPR9359S2PCme1vO-op70dhg9W~W7ioZNbBllIlLIpzrTwbSNzaPAkUVHsqBQSWhlFbhBB4AqLaN53z3F3w__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA
Armstrong, M. (2006). A handbook of human resource management practice. Kogan Page Publishers.
Bezerra, G. C. L., & Gomes, C. F. (2018). Performance measurement practices in airports: multidimensionality and utilization patterns, Journal of Air Transport Management, 70, 113-125. https://doi.org/10.1016/j.jairtraman.2018.05.006
Brooke, P. P., Russell, D. W., & Price, J. L. (1988). Discriminant validation of measures of job satisfaction, job involvement, and organizational commitment. Journal of Applied Psychology, 73(2), 139–145. https://doi.org/10.1037/0021-9010.73.2.139
Butler, G., & Keller, M. R. (1992). The cost-constrained global airline industry environment: what is quality? Transportation Quarterly, 46(4), 599-618. https://hdl.handle.net/2027/uc1.c101121970?urlappend=%3Bseq=631
Chang, Y.-H., & Yeh, C.-H. (2002). A survey analysis of service quality for domestic airlines. European journal of operational research, 139(1), 166-177. https://doi.org/10.1016/S0377-2217(01)00148-5
Chonsalasin, D., Jomnonkwao, S. & Ratanavaraha, V. (2021). Measurement model of passengers’ expectations of airport service quality, International Journal of Transportation Science & Technology, 10(4), 342-352. https://doi.org/10.1016/j.ijtst.2020.11.001
Chow, C. K. W. (2015). On-time performance, passenger expectations and satisfaction in the Chinese airline industry. Journal of Air Transport Management, 47, 39-47. https://doi.org/10.1016/j.jairtraman.2015.04.003
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177/002224299205600304
Curry, N., & Gao, Y. (2012). Low-cost airlines—A new customer relationship? An analysis of service quality, service satisfaction, and customer loyalty in a low-cost setting. Services Marketing Quarterly, 33(2), 104-118. https://doi.org/10.1080/15332969.2012.662457
Customer Service Excellence (2024). Customer Journey Mapping. Customer Service Excellence. https://www.customerserviceexcellence.uk.com/resource-centre/customer-journey-mapping/
Dennet't, C., Ineson, E. M., Stone, G. J., & Colgate, M. (2000). Pre-bookable services in the chartered airline industry: Increasing satisfaction through differentiation. The Service Industries Journal, 20(2), 82-94. https://doi.org/10.1080/02642060000000021
Diebner, R.S., Elizabeth, Ungerman, Kelly, Vancauwenberghe, & Maxence, (2020). Adapting Customer Experience in the Time of Coronavirus. McKinsey & Company.
Edwards, B. (2004). The modern airport terminal: New approaches to airport architecture. Taylor & Francis.
Fogarty, T. J. (1994). Public Accounting Work Experience: The Influence of Demographic and Organizational Attributes. Managerial Auditing Journal, 9(7), 12-20. https://www.emerald.com/insight/content/doi/10.1108/02686909410067552/full/pdf?title=public-accounting-work-experience-the-influence-of-demographic-and-organizational-attributes
Forrester (2010, February 10). Mapping The Customer Journey. Forrester. https://www.forrester.com/blogs/10-02-10-mapping_the_customer_journey/
Frost, F. A., & Kumar, M. (2000). INTSERVQUAL–an internal adaptation of the GAP model in a large service organisation. Journal of Services Marketing, 14(5), 358-377. https://www.emerald.com/insight/content/doi/10.1108/08876040010340991/full/html
Gentile, C., Milano, P., Noci, G., & Milano, P. (2007). How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value With the Customer. European Management Journal, 25 (5), 395–410. https://doi.org/10.1016/j.emj.2007.08.005
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: emerging concepts, methods and propositions. Journal of Marketing, 46 (3), 92-101. https://doi.org/10.1177/002224298204600314
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164-174. https://web.p.ebscohost.com/ehost/pdfviewer/pdfviewer?vid=1&sid=cb7733b0-7579-4133-815f-ee3e05072a15%40redis
Hodgkinson, I. R., Jackson, T. W., & West, A. A. (2021). Customer experience management: asking the right questions. Journal of Business Strategy, 43 (2), 105-114. https://doi.org/ 10.1108/JBS-07-2020-0158
Hodson, R. (1991). Workplace behaviors: good soldiers, smooth operators, and saboteurs. Work and Occupations, 18(3), 271-290. https://doi.org/10.1177/0730888491018003002.
Hong, S.-J., Choi, D. & Chae, J. (2020). Exploring different airport users’ service quality satisfaction between service providers and air travelers. Journal of Retailing and Consumer Services, 52, 1-10. https://doi.org/10.1016/j.jretconser.2019.101917
Hoppock, R. (1935). Job Satisfaction. Harper & Row.
Horváth, V., & Kenesei, Z. (2023). Employee experience journey mapping: a new approach to attracting talent in the tourism sector in the shadows of covid-19. Tourism and Hospitality Management, 29(2), 207-217. https://doi.org/10.20867/thm.29.2.5
Hulin, C. L., & Smith, P. C. (1965). A linear model of job satisfaction. Journal of Applied Psychology, 49(3), 209-216. https://doi.org/10.1037/h0022164
Humphreys, I., & Ison, S. (2005). Changing airport employee travel behaviour: the role of airport surface access strategies. Transport Policy, 12(1), 1-9. https://doi.org/10.1016/j.tranpol.2004.07.002
Jiang, H. & Liang, T. (2019). Investigate airport service quality—a case study of airports in Shanghai, International Journal of Business, Economics and Management, 6(2), 61-75. https://doi.org/10.18488/ journal.62.2019.62.61.75
Kandampully, J., Zhang, T. C., & Jaakkola, E. (2018). Customer experience management in hospitality. International Journal of Contemporary Hospitality Management, 30(1), 21-56. https://doi.org/10.1108/IJCHM-10-2015-0549
Lau, T. C., Kwek, C. L., & Tan, H. P. (2011). Airline e-ticketing service: How e-service quality and customer satisfaction impacted purchase intention. International Business Management, 5(4), 200-208. https://doi.org/ 10.3923/ibm.2011.200.208
Lee, S. (2017, February 27). Starbucks: Simplify and Operationalize Customer Journey Mapping. LinkIn. https://www.linkedin.com/pulse/how-many-cx-professionals-get-promoted-2017-sampson-lee/
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80 (6), 69-96. https://doi.org/10.1509/jm.15.0420
Lemon, L. L. (2019). The employee experience: How employees make meaning of employee engagement. Journal of Public Relations Research, 31(5-6), 176-199. https://doi.org/10.1080/1062726X.2019.1704288
Lin, J. H., Wong, J. Y., & Ho, C. H. (2013). Promoting frontline employees' quality of life: Leisure benefit systems and work-to-leisure conflicts. Tourism Management, 36, 178-187. https://doi.org/10.1016/j.tourman.2012.12.009
Lindberg, D. F., & Vermeer, T. (2019). The never-ending story: discovering touch points and customer experiences along the customer journey [Master Thesis, Umeå University] https://umu.diva-portal.org/smash/get/diva2:1362405/FULLTEXT01.pdf
Locke, E. A. (1969). What is job satisfaction? Organizational Behavior and Human Performance, 4(4), 309-336. https://doi.org/10.1016/0030-5073(69)90013-0
Ludwiczak, A. (2021). Using customer journey mapping to improve public services: A critical analysis of the literature. Management, 25 (2), 22-35. https://doi.org/10.2478/manment-2019-0071
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126. https://web.p.ebscohost.com/ehost/pdfviewer/pdfviewer?vid=5&sid=22582258-16c4-4c42-a7b7-dbe1b819872b%40redis
Mobley, W. H., Griffeth, R. W., Hand, H. H., & Meglino, B. M. (1979). Review and conceptual analysis of the employee turnover process. Psychological Bulletin, 86(3), 493-522. https://doi.org/10.1037/0033-2909.86.3.493
Morgan, J. (2017). The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces they Want, the Tools they Need, and a Culture They Can Celebrate. John Wiley & Sons.
Mucz, D., & Gareau-Brennan, C. (2019). Evaluating customer experience through customer journey mapping and service blueprinting at Edmonton Public Library: An exploratory study. Partnership: The Canadian Journal of Library and Information Practice and Research, 14 (1), 1-28. https://doi.org/10.21083/partnership.v14i1.4743
Njoku, I. & Udoka, C. G. (2021). Customers’ expectations and perceptions of airport service quality performance in Murtala Muhammed International Airport, Lagos, Nigeria, Indian Journal of Engineering, 18(50), 381-390. https://discoveryjournals.org/engineering/current_issue/2021/v18/n50/A13.pdf
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82. https://doi.org/10.1016/S0278-4319(98)00047-4
Oliveira, L. C., Birrell, S., & Cain, R. (2020). Journey mapping from a crew's perspective: Understanding rail experiences. Applied Ergonomics, 85, 103063. https://doi.org/10.1016/j.apergo.2020.103063
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3.
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review. https://enlillebid.dk/mmd/wp-content/uploads/2012/03/Welcome-to-the-Experience-Economy-Pine-and-Gilmore.pdf
Pine II, B. J., & Gilmore, J. H. (1999). The experience economy: Work is theatre & every business a stage. Harvard Business School Press. https://books.google.com.tw/books?id=5hs-tyRrSXMC&printsec=frontcover&hl=zh-TW&source=gbs_ge_summary_r&cad=0#v=onepage&q&f=false
Plaskoff, J. (2017). Employee experience: the new human resource management approach. Strategic HR Review, 16(3), 136-141. https://doi.org/10.1108/SHR-12-2016-0108
Richardson, A. (2010). Using customer journey maps to improve customer experience. Harvard Business Review, 15(1), 2-5. https://web.p.ebscohost.com/ehost/pdfviewer/pdfviewer?vid=1&sid=057c87df-270d-4272-b2f0-f2b92fed187f%40redis
Robbins, S.P. (1996), Organizational Behavior: Concepts, Controversies, and Applications. Prentice Hall.
Rosenbaum, M. S., Otalora, M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143-150. https://doi.org/10.1016/j.bushor.2016.09.010
Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low‐cost airline carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350-372. https://doi.org/10.1108/09604520910955348
Saydam, M. B., Arici, H. E., & Koseoglu, M. A. (2022). How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda. Journal of Hospitality Marketing & Management, 31(8), 908-936. https://doi.org/10.1080/19368623.2022.2118923
Seetanah, B., Teeroovengadum, V. & Nunkoo, R. (2020). Destination satisfaction and revisit intention of tourists: does the quality of airport services matter? Journal of Hospitality and Tourism Research, 44(1), 134-148. https://doi.org/10.1177/1096348018798446
Sellier, Q., Poncin, I., & Vanderdonckt, J. (2021, February 8-10). User, Customer and Consumer Experience: Highlighting the Heterogeneity in the Literature [Oral presentation]. 16th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications, New York, United State. https://doi.org/10.5220/0010316202290236
Sousa, R., & Voss, C. A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356-371. https://doi.org/10.1177/1094670506286324
Sørensen, F., & Jensen, J. F. (2015). Value creation and knowledge development in tourism experience encounters. Tourism Management, 46, 336-346. https://doi.org/10.1016/j.tourman.2014.07.009
Tsaur, S.-H., Chang, T.-Y., & Yen, C.-H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23(2), 107-115. https://doi.org/10.1016/S0261-5177(01)00050-4
Tuchen, S., Arora, M., & Blessing, L. (2020). Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19. Journal of Air Transport Management, 89, 101919. https://doi.org/10.1016/j.jairtraman.2020.101919
Tuchen, S., Nazemi, M., Ghelfi-Waechter, S. M., Kim, E., Hofer, F., Chen, C. F., Arora, M., Santema S., & Blessing, L. (2023). Experiences from the international frontlines: An exploration of the perceptions of airport employees during the COVID-19 pandemic. Journal of Air Transport Management, 109, 102404. https://doi.org/10.1016/j.jairtraman.2023.102404
Usun, S. O., Bas, S. A., Meniz, B., & Ozkok, B. A. (2024). Passenger satisfaction assessment in the aviation industry using Type-2 fuzzy TOPSIS. Journal of Air Transport Management, 119, 102630. https://doi.org/10.1016/j.jairtraman.2024.102630
Varma, C. (2017). Importance of employee motivation & job satisfaction for organizational performance. International Journal of Social Science & Interdisciplinary Research, 6(2). 10-20. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3073813
Yachin, J. M. (2018). The ‘customer journey’: Learning from customers in tourism experience encounters. Tourism Management Perspectives, 28, 201-210. https://doi.org/10.1016/j.tmp.2018.09.002
Young, C., Cunningham, L., & Lee, M. (1994). Assessing service quality as an effective management tool: The case of the airline industry. Journal of Marketing Theory and Practice, 2(2), 76-97. https://doi.org/10.1080/10696679.1994.11501652
Wattanacharoensil, W., Schuckert, M., & Graham, A. (2016). An airport experience framework from a tourism perspective. Transport reviews, 36(3), 318-340. https://doi.org/10.1080/01441647.2015.1077287
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203