
40 Designing Service Excellence
analyzed by a team of professional researchers.
9
These video recordings
of passengers progressing on their journey were supplemented by obser-
vations in airport terminals. One executive was reluctant to move out of
his ofce into the terminal to observe passenger ow and was informed
that his desk would be moved from his ofce into the terminal. From that
viewpoint, he could make his executive decisions about passenger service.
Alternatively, he could remain in his ofce and delegate his assistant to
observe passenger ow in the terminal, in which case the assistant would
be empowered to make the executivedecisions. ...