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Redesigning In-Flight Service with Service Blueprint Based on Text Analysis

Author

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  • Seungju Nam

    (School of Business, Korea Aerospace University, Hwajeon-dong, Goyang-si 10540, Korea)

  • Chunghun Ha

    (Department of Industrial Engineering, Hongik University, 94 Wausan-ro, Seoul 04066, Korea)

  • Hyun Cheol Lee

    (School of Business, Korea Aerospace University, Hwajeon-dong, Goyang-si 10540, Korea)

Abstract

Airline services should be passenger-focused to be sustainable. In this study, we redesign an in-flight service process using a service blueprint while incorporating direct customer perceptions of service experiences. To incorporate these, we apply topic modeling to 64,706 passenger-written online reviews of airline services. Passenger experiences of in-flight services are the sum of experiences from service encounters in all the subsequent steps and we assume that their direct perceptions of their experiences are faithfully contained in the online reviews. Topics extracted from the reviews can be regarded as service encounters based strongly on passenger experiences. Then, the service encounters are reorganized within the framework of a service blueprint. The results show that the complexity, a number of service steps, decreases by 38% compared to the benchmark service blueprint. However, the divergence, a latitude of service steps, should increase for a couple of service encounters. Moreover, we quantitatively analyze the divergence using the probability of word frequency statistically distributed across topics. The in-flight service using the proposed design could be sustainable with respect to customer-focused service while considering direct customer experiences in real-time.

Suggested Citation

  • Seungju Nam & Chunghun Ha & Hyun Cheol Lee, 2018. "Redesigning In-Flight Service with Service Blueprint Based on Text Analysis," Sustainability, MDPI, vol. 10(12), pages 1-21, November.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:12:p:4492-:d:186370
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    References listed on IDEAS

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    Cited by:

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    2. Angelo Presenza & Antonio Messeni Petruzzelli & Angelo Natalicchio, 2019. "Business Model Innovation for Sustainability. Highlights from the Tourism and Hospitality Industry," Sustainability, MDPI, vol. 11(1), pages 1-5, January.
    3. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
    4. Hansu Hwang & SeJin An & Eunchang Lee & Suhyeon Han & Cheon-hwan Lee, 2021. "Cross-Societal Analysis of Climate Change Awareness and Its Relation to SDG 13: A Knowledge Synthesis from Text Mining," Sustainability, MDPI, vol. 13(10), pages 1-21, May.
    5. Seungju Nam & Sejong Choi & Georgia Edell & Amartya De & Woon-Kyung Song, 2023. "Comparative Analysis of the Aviation Maintenance, Repair, and Overhaul (MRO) Industry in Northeast Asian Countries: A Suggestion for the Development of Korea’s MRO Industry," Sustainability, MDPI, vol. 15(2), pages 1-15, January.
    6. Jun Hwan Kim & Hyun Cheol Lee, 2019. "Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior," Sustainability, MDPI, vol. 11(11), pages 1-19, June.
    7. Yi Luo & Xiaowei Xu, 2019. "Predicting the Helpfulness of Online Restaurant Reviews Using Different Machine Learning Algorithms: A Case Study of Yelp," Sustainability, MDPI, vol. 11(19), pages 1-17, September.

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