Abstract
This study: (1) explored the factors of negative customer-to-customer interaction (NCCI) throughout the flight service process and classified service quality elements according to the Kano analysis method, (2) verified the Timko customer satisfaction coefficient, and (3) presented a new service blueprint that included NCCI service management. Data were collected from 350 customers who had experience with international flight. Among 26 NCCI items derived by FGI, the results revealed 10 items of attractive quality, 13 items of must-be quality, 2 items of one-dimensional quality, and 1 item that was of indifferent quality. Also, the study produced a service blue print for NCCI management that included specific quality elements for the Timko customer satisfaction coefficient throughout the flight service process. Based on these results, academic implications of this study are discussed and practical implications are provided.
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