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- W636218837 abstract "This paper investigates multi-agent service quality problems in the area of airport management and proposes the use of the multi-layer function deployment (QFD) model to compromise the requirements of both airline companies and passengers to ensure generality and sustainability of quality implementation. In air transportation, customers and service providers engage each other as a result of the complex supplier-customer structure. An airport provides services simultaneously in a nested framework for both the airline companies and the passengers. On the other hand, airline companies serve the passengers from their own specific perspective. Therefore, the airports deal with the satisfaction of the airline companies and the passengers while the airline companies distinctly deal with the satisfaction of the passenger. The satisfaction of the passengers in terms of airport services is a derived form of the airline company's distinct position on service quality. The conventional QFD method is limited to compromise the multi-layer customer phenomenon and the multi-layer QFD model is capable of analyzing the requirements of all agents in order to find appropriate solutions." @default.
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- W636218837 date "2013-08-01" @default.
- W636218837 modified "2023-09-27" @default.
- W636218837 title "A Multi-Variate QFD Design for the Service Quality Assessment of Kansai International Airport - Japan" @default.
- W636218837 hasPublicationYear "2013" @default.
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