MGMT 420 Discussion 3.2.docx - 3.2 Discussion Airline...

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3.2 - Discussion: Airline Service DeliveryHow do the service delivery requirements of a passenger airline provider differ from the service delivery requirements of a cargo airline service? When comparing the service delivery requirements of airlines, whether a passenger provider or a cargo provider, the consideration between the two includes what service provides value to the customers and a competitive advantage to airline (Collier & Evans, 2015, pg. 121). The term servicescape defines the physical attributes a customer comes in contact with or is immediately aware of and uses to form their opinion of value. There are three principle dimensions to the servicescape. They are ambient conditions, spatial layout and functionality andsigns, symbols and artifacts (Collier & Evans, 2015, pg. 121). All of these play a large role in service delivery requirements of a passenger airline. That is considered an elaborate servicescape environment. These environments involve a lot of attention and design, since there is a lot of direct interaction between the environment and the customer, or in this case, passenger.An example of ambient conditions is seat comfort in the gate area and on board the aircraft.

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