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>> >>
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20
20 60
20 90
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1984
1985
1996
2001
2005
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inbroad (
) outBoard
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1996
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2
3
2
3
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1-1
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1
2
3
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1-5
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1-6
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1-7
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1-8
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1 2
1-9
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1-3
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>>
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1
3
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10
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4000
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30
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2-1
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1997 10
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WATA
World Association of
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7O
Occupants
Objects
Objectives
Organizations
Operations
Occasions
Outlets
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5 4 3 2 1
0.25
1.00
0.25
0.75
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/ 3.55/5=0.71
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>>
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CRS/GDS
INTERNET
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>> >>
SERVQUAL
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SERVQUAL
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5
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= 1- /
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2
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1.
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>> >>
1.
= 100%
>> >>
2.
>> >>
2.
1
= / 100%
>> >>
2.
2
= / 100%
>> >>
>> >>
1.
= /
=360/
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>> >>
2.
= /
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>> >>
>> >>
1.
= / 100%
>> >>
2.
100
= / 100%
>> >>
3.
= / 100%
>> >>
>> >>
>> >>
4
>> >>
1.
>> >>
2.
1
2
3
>> >>
1
2
3
>> >>
>> >>
12 1998 3 30
16 05 R 4 2
J
85
95 R
1
2
>> >>
>> >>
B
14 1998 6 21
21 30
6 23 5 25 B
S 5
105
105 14 + 5 2 14 = 1610
>> >>
>>
WTO
>>
WTO
1 .
2 .
3 .
4 .
>> >>
>> >>
1999
>> >>
>> >>
>> >>
>> >>
1.
>> >>
1.
>> >>
1.
>> >>
2.
1
>> >>
2.
3
>> >>
3.
>> >>
3.
>> >>
>> >>
>> >>
>> >>
20 70
GDS
90
INTERNET
>> >>
1.GDS
2.GDS
GDS
SABRE GALILEO WORLDSPAN
AMADEUS
3.GDS
>> >>
1.
2.
3.
>> >>
>> >>
>>
1.
2.
3.
>>