There are numerous examples of decisions (some good and others that could be considered “lessons learned”) related to the extended marketing mix. Consider:
The front-line employees that interact with passengers and the roles they perform
The processes involved with providing service at the airport and in-flight, to include handling complaints
The physical cues presented in the airport and airline servicescapes
Perform a search and identify a real-world situation that involves an example of People, Process, and/or the Physical Evidence decisions.
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