CONFIGURING SATISFYING COMPLEX SERVICE ENCOUNTERS: A FUZZY-SET QUALITATIVE COMPARATIVE ANALYSIS OF AIRLINE SATISFACTION CONFIGURATIONS

摘要

A service typically entails multiple "touchpoints" building a bundle of service experiences. Compared to the experiences customers have with goods these service experiences are usually more extensive and often of longer duration (Berry and Lampo 2004). For example, an airline trip resembles a complex service that consists of a bundle of sub-experiences that often lasts over a period of hours. During these experiences the service provider encounters numerous opportunities for pleasing or disappointing customers, yielding in customer satisfaction or dissatisfaction (Berry and Lampo 2004).