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Service process management: A case study of airline companies
Univeristy of Niš, Faculty of Economy
Keywords: services; consumer; airline
Abstract
Services are different from products. As a part of the marketing mix of services, service processes stand out. Service processes can be defined as a set of tasks and activities through which a service is created and delivered. What is characteristic of service processes is what makes them a visible and invisible part. The customer is an integral part of the process itself and the interaction between the customer and the service staff is extremely important. The aim of this paper is to analyze service processes on the example of airline business, where the service cycle for an airline has been shown and the visible and invisible part of the service process itself has been analyzed in detail.
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About

article language: Serbian
document type: Review Paper
DOI: 10.5937/NPDUNP2002140V
published in SCIndeks: 02/10/2020
Creative Commons License 4.0