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Category: Business
Word Count: 2060
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Service encounter (cathy Pacific)
Introduction
The thoughts and feelings of the customers・ experiences before, during and after her flight with Cathay Pacific were documented in the report. Part 1 is the service encounter diary of a customer・s flight experiences with Cathay Pacific. The scenario provided you the background information about what is happening to the customer. First experience recorded the customer・s first flight experience on Cathay Pacific, while the ：N； experience recorded her overall feelings during her
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