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.
In this research, a truck scheduling problem for a cross-docking system with multiple receiving and shipping docks is studied. Until recently, single-dock cross-docking problems are studied mostly. This research is focused on the multiple-dock problems. The objective of the problem is to determine the best docking sequences of inbound and outbound trucks to the receiving and shipping docks, respectively, which minimize the maximal completion time. We propose a new hybrid genetic algorithm to solve this problem. This genetic algorithm improves the solution quality through the population scheme of the nested structure and the new product routing heuristic. To avoid unnecessary infeasible solutions, a linked-chromosome representation is used to link the inbound and outbound truck sequences, and locus-pairing crossovers and mutations for this representation are proposed. As a result of the evaluation of the benchmark problems, it shows that the proposed hybrid GA provides a superior solution compared to the existing heuristics.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.