4Evaluating the Airline Experience and Service Quality

Develop a comprehensive report of the airline-passenger service encounters (as identified by Nam and Lee, 2018) and propose recommendations for improving service quality. Review the following report requirements:
Topics to Include
At a minimum, your report should include the following topics:
Identify the airline’s position (as a legacy or low-cost carrier) and describe how the service mix caters to their target market.
Evaluate the eight service encounters based on customer reviews and secondary research.
Explain the importance of innovative in-flight services.
Describe the significance of service quality and how it can be measured.
Paper Requirements
At a minimum, your report should include the following:
Written in essay format with at least three sections, a 150 word introduction, body content containing subject headings, and wrap-up or summary.
Include a title page with your name, course, assignment number, and title.
Use current APA (Links to an external site.) in-text citations and include a reference page at the end.
A minimum of 4 pages, double-spaced (not including the title or reference pages).
Uploaded as a document, answers typed into the student comment box will not be accepted.
Submission
Save your assignment using a naming convention that includes your first and last name and the activity number (or description). Do not add punctuation or special characters.
Your paper will automatically be evaluated through Turnitin when you submit your assignment in this activity. Turnitin is a service that checks your work for improper citation or potential plagiarism by comparing it against a database of web pages, student papers, and articles from academic books and publications. Ensure your work is entirely your own and cite your sources!
Class books

Airline Marketing and Management
Edition: 7th
Year: 2011
ISBN: 978-1-4094-0148-3
Author: Stephen Shaw
Publisher: Ashgate Publishing

Managing Airports: An International Perspective
Edition: 5th
Year: 2018
ISBN: 978-1-1382-8534-7
Author: Anne Graham
Publisher: Taylor and Francis

Air Transportation: A Management Perspective
Edition: 8th
Year: 2015
ISBN: 978-1-4724-3679-5
Author: John G. Wensveen
Publisher: Taylor and Francis
Note: The above textbooks may be accessed online through the Hunt Library, at no cost.
Airline: The Strategy Simulation
Company: Interpretive Simulations

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